Abigail Boateng

Compassionate and well-organised healthcare professional with over five years of experience across GP surgery, pharmacy and digital healthcare. Skilled at handling sensitive enquiries, resolving complaints with genuine care, and keeping clinical records accurate and compliant with NHS and GDPR standards. Comfortable working fully remotely or within a clinical setting, and committed to making every patient interaction count.

Holds a BSc in Pharmacology, giving a solid grounding in medicines, clinical terminology and patient care that makes a real difference when communicating with both patients and healthcare professionals.

Customer Care Advisor at MedExpress (2025-01 – Present)

• Handle a high volume of patient enquiries daily across telephone, live chat and Zendesk, working fully remotely while maintaining a high standard of care and professionalism throughout
• Act as the first point of contact for patients reaching out for healthcare support, quickly assessing what they need and connecting them with the right clinical team or pathway
• Entrusted with complex patient complaints from initial contact through to resolution, making sure patients feel genuinely listened to, kept informed and well supported at every step
• Keep accurate records of all interactions within the CRM system, ensuring full compliance with GDPR and patient confidentiality obligations
• Spot recurring themes in patient feedback and raise them with clinical and operational colleagues, helping to improve how the service responds to common concerns
• Manage a sensitive caseload independently in a remote environment, bringing the same level of care and attention to every contact as would be expected in a face to face setting

Medical Administrator at The Dalston Practice (2024-01 – 2025-01)

• Kept a busy NHS GP surgery running smoothly day to day, fielding a high volume of calls and face to face enquiries while staying accurate, calm and organised under pressure
• Managed patient records, appointment scheduling and referral coordination through EMIS Web, maintaining full compliance with NHS standards and GDPR throughout
• Oversaw the administrative side of the referral pathway, making sure patients requiring specialist input were referred accurately and without unnecessary delay
• Bridged the gap between patients and clinical staff every day, handling queries and administrative tasks so GPs and nurses could concentrate on care
• Took ownership of patient complaints from first contact through to resolution, working alongside the Practice Manager to make sure each concern was properly addressed and the patient felt heard
• Supported NHS incentive scheme audits and public health programmes, helping the practice stay on track with its quality and compliance obligations
• Documented clinical meetings accurately and produced clear minutes for governance and operational records

Locum Pharmacy Dispenser at Lloyds Pharmacy · Allcures · Boots (2023-01 – 2023-12)

• Dispensed prescriptions accurately across several NHS pharmacy settings, taking care at every stage to maintain safety standards and get things right first time
• Explained medications to patients in plain, straightforward language — covering what they were for, how to take them and what to watch out for — in a way that felt helpful rather than clinical
• Processed a high volume of prescriptions daily, drawing on my pharmacology background to spot anything that needed querying before it reached the patient
• Dealt with prescription queries, stock issues and patient concerns calmly and efficiently, resolving problems quickly and keeping the experience as smooth as possible
• Upheld patient confidentiality and data protection standards across every setting, adjusting quickly to different teams, workflows and systems as a locum

Patient Care & Account Management Specialist at Specialist Pharmacy (2020-01 – 2023-12)

• Became a trusted point of contact for healthcare professionals and patients over four years, building solid working relationships through consistent, thoughtful and reliable communication
• Worked through complex queries and sensitive account concerns with patience and care, making sure people came away from every conversation feeling properly supported
• Played a key role in developing standard operating procedures that gave the team a more consistent approach to patient communication and day to day processes
• Coordinated procurement requests and kept records and filing systems in good order, ensuring the right information was always available when it was needed
• Flagged process gaps to clinical and operational colleagues and contributed to improvements that made the service run more effectively for both staff and patients

BSc in Pharmacology – University of Hertfordshire (2018)

Business Analyst Course – Professional Development

NVQ Level 2 in Pharmacist Assistant

A-Levels in Psychology, Chemistry & Maths – Havering Sixth Form College