Zahraa Akhtar
London
Summary
A patient-focused Medical and Care Administrator with over 6 years of experience supporting NHS primary care practices and family support. A reliable and empathetic communicator dedicated to providing high quality service to patients, families and healthcare professionals
Overview
10
10
years of professional experience
Work history
Family Support Administrator
Haven House Children's Hospice
2026.03 - 2026.07
- First point of contact for families, providing administrative support, guidance and signposting to relevant services.
- Triage calls and emails from families and professionals, making sure queries are passed to the right person and followed up promptly.
- Book in-house and community appointments, keeping all family details updated on The Care Database system.
- Attend weekly panel meetings with the clinical team to help process incoming referrals.
- Work alongside the Pharmacy Technician to help coordinate and run the quarterly Pharmacy Clinic.
- Provide everyday administrative cover for the Care directorate, assisting with volunteers and project work.
GP Administrator
Ilford Medical Centre
2025.02 - 2026.01
- Deal with patient enquiries face to face and over the phone, give appropriate advice and liaise with the duty doctor to ensure patients are booked in correctly.
- Action eConsults, including contacting patients to book appointments, creating pathology test forms, dealing with referral queries, informing patients of results, signposting to appropriate services and arranging patient transport.
- Manage and respond to incoming emails from healthcare providers and action requests promptly.
- Create and manage electronic referrals (e-Referrals).
- Scan and process patient records, correspondence, and test results accurately and confidentially into EMIS.
- Register new patients and deduct patients who have left the practice.
- Recall patients for routine and long-term condition checks, including diabetic reviews and cervical smear tests.
- Take card payments for private letters and forms and assist with stock ordering.
- Action tasks from doctors and other health professionals confidently using EMIS.
Receptionist/Administrator
The Forest Surgery NHS TRUST
2020.01 - 2025.02
- Efficiently handle incoming calls in a busy practice environment, accurately recording messages and transferring calls to doctors, nurses, and staff.
- Using EMIS and SystmOne.
- Coordinate with hospitals, social services, and external organisations to ensure smooth service for doctors and patients.
- Accurately process repeat prescription requests and type medical letters for patients and consultants.
- Assist management and secretaries with general administrative duties.
- Arrange hospital transport and act as a chaperone during consultations when required.
- Take accurate minutes for practice management and clinical meetings.
- Handle patient complaints professionally and empathetically to ensure a positive resolution.
- Undertake day-to-day reception tasks to maintain a welcoming and organised environment.
Administration Apprentice
Leyton Sixth Form College
2017.01 - 2018.09
- Process letters and documentation for Programme Managers.
- Track student attendance and progress using the college intranet system (SIMS).
- Communicate with students and parents via SMS, email and telephone, regarding attendance and punctuality.
- Book trips and visits using the College Finance system.
- Take accurate minutes at meetings and prepare agendas in advance.
- Provide administrative cover across departments including Library, Reprographics, Reception, Finance, and Exams.
- Support student enrolment processes and assist during Results Day.
Education
Phlebotomy Training - CPD Certified -
Lead Academy
Advanced Level Apprenticeship - Business Administration - Level 3
Training Trust
GCSEs - 5 A* to C
Walthamstow School for Girls
Skills
- Microsoft Office proficiency
- EMIS, SystmOne & The Care Database
- Multitasking and prioritisation
- Patient care
- Complaint handling
- Active listener
- Calm under pressure
- High efficiency
- Professional attitude
REFERENCES
References available upon request
PERSONAL INFORMATION
- DOB: 02/04/1999
- Nationality: British
- Gender: Female
- Marital status: Single
- Place of birth: East London
Timeline
Family Support Administrator
Haven House Children's Hospice
2026.03 - 2026.07
GP Administrator
Ilford Medical Centre
2025.02 - 2026.01
Receptionist/Administrator
The Forest Surgery NHS TRUST
2020.01 - 2025.02
Administration Apprentice
Leyton Sixth Form College
2017.01 - 2018.09
Phlebotomy Training - CPD Certified -
Lead Academy
Advanced Level Apprenticeship - Business Administration - Level 3
Training Trust
GCSEs - 5 A* to C
Walthamstow School for Girls