Anisa Awale

Friendly, highly organised, and empathetic Patient Care Advisor with direct experience in digital healthcare. Proven ability to manage high volumes of patient enquiries, coordinate with clinical teams, and maintain accurate medical records within strict confidentiality guidelines. A calm, approachable communicator who thrives in fast-paced environments and is a quick learner of new systems.

Eager to apply my strong administrative skills and patient-focused attitude to support an efficient and welcoming reception team.

Patient Care Advisor - ZAVA Online Doctor (Asda Online Doctor, Superdrug Online Doctor and Superdrug Health Clinics)

(2025-05)

• Serve as the first point of contact for patients across multiple digital healthcare platforms, managing a high volume of enquiries daily via phone, email, and live chat with clarity and empathy.
• Coordinate and schedule patient appointments for in-person and telephone consultations, ensuring accurate booking, documentation, and efficient clinician workflows.
• Proactively liaise with clinical teams and pharmacies to resolve patient queries, successfully chasing outstanding test results and addressing dispensing issues to improve patient wait times.
• Utilise internal healthcare systems (MARC, AWS, CRM) to accurately triage patient enquiries, update records, and maintain strict documentation standards in line with clinical and regulatory requirements.
• Assess patient concerns to signpost effectively to GPs, nurses, or relevant services, and confidently identify urgent cases requiring escalation to NHS 111 or emergency services (999).
• Handle complaints and escalated enquiries calmly and professionally, following procedures to de-escalate situations and ensure patients feel heard and supported.
• Maintain rigorous GDPR compliance and confidentiality when handling sensitive patient information, supporting efficient and secure administrative workflows.

Social Housing Research Interviewer - Acuity Research and Practice

(2023-08 - 2025-03)

• Conducted over 100 high-quality telephone interviews daily with residents from diverse backgrounds, demonstrating exceptional resilience, active listening, and cultural sensitivity.
• Collected detailed feedback on sensitive topics such as property repairs, anti-social behaviour, and complaint handling, accurately recording data for housing authorities including Camden, Lambeth, and Islington Councils.
• Skilled in engaging with vulnerable people, including the elderly, by demonstrating empathy and patience to make them feel at ease and ensure their concerns were fully understood and documented.
• Maintained strict professionalism and confidentiality in all data collection activities, adhering to GDPR and housing sector regulations.

Operations & Customer Relations Coordinator - Simplify Services

(2021-07 - 2023-07)

• Acted as the primary point of contact for over 50 drivers, successfully managing a wide range of enquiries, complaints, and providing operational support to maintain smooth daily operations.
• Managed driver contracts and onboarding processes, ensuring 100% compliance and a seamless integration for new starters.
• Developed strong conflict resolution skills by effectively handling driver disputes, maintaining positive working relationships and minimising operational disruption.
• Coordinated with external garages for vehicle maintenance, MOTs, and repairs, ensuring minimal downtime for drivers.

BA (Hons) - Marketing & Advertising with Digital Communications - London South Bank University (2024 - 2025)

BSc (Hons) - Marketing Communications & Advertising - Kingston University (2014 - 2016)

GCSEs - General - Battersea Park School (2010 - 2012)