Lennie Roberts Lampkin
London
Summary
Dedicated Healthcare professional with strong managerial experience in patient care and customer service for stakeholders, including NHS professionals and external clients. Skilled communicator adept at building relationships through diplomacy and empathy. Organised with effective time management and planning abilities, ensuring timely delivery of outcomes.
Overview
19
19
years of professional experience
Work History
Patient Support Coordinator
The London Clinic
London, GLA
03.2024 - 09.2025
- Ensured exceptional service for patients, enhancing their overall experience.
- Served as primary contact for patients, delivering professional and efficient service.
- Coordinated scheduling of appointments and activities for patients, consultants, and staff to streamline operations.
- Work closely with the nursing team, pharmacy, consultants and secretaries to provide appropriate support in the patient referral pathway.
- Communicating with various teams to ensure the referral is effectively processed.
- Confirming receipt of referrals and registration for patients.
- Providing patients with referral confirmation.
- Providing the patients with all the information required regarding their appointments.
- Request dataset, medical images and previous treatment information from other secretaries and hospitals.
- Liaising with the internal Patient Liaison Office to ensure insurer authorisation or self-payment is sought to allow bookings to proceed.
- Booking additional services to enhance the patient experience.
- Ensure accurate data is entered into company systems for all referrals.
- Ensure management and storage of relevant documents.
- Ensure that patient confidentiality is maintained in accordance with GDPR.
- Provide a high level of communication with all other members of the department.
- Train and mentor new staff.
- Document comments and concerns from patients to improve service quality.
Patient Support Coordinator
UCLH NHS Trust
10.2018 - 03.2024
- Working in the Haematology Department, this role was patient facing dealing with patient and visitor liaison and involves in depth involvement with cancer patients of all ages as well as their families.
- Dealing with patient queries and enquiries on a daily basis ensuring that all queries are dealt with in a timely manner and in a professional and courteous way. Also dealing with complex issues escalated to me by my team and colleagues.
- Effectively communicating with my team and across departments concerning any issues or changes which could affect each department.
- Keeping patients updated with progress of their appointment including waiting times.
- Handling customer complaints and reporting as necessary.
- Assisting patients with check-in upon arrival.
- Dealing with accessibility issues as well as liaison with patient interpreters.
- Registration of patients on the Centre's system.
- Correct record keeping on the Trust operating system.
- Checking all rooms are kept clean and tidy, ensuring the cleaning specification is adhered to and reporting exceptions to the cleaning contractor.
- Checking all lights, Air Conditioning and other services are in full working order and reporting any issues to the in house Mechanical and electrical maintenance provider.
- Management of vending services ensuring any issues are duly reported.
- Day to day liaison with security and main building reception staff to keep abreast of any issues which may affect our department.
- Macmillan Cancer Centre
Medical Secretary/Patient Care Coordinator
St. Bartholomew's NHS Trust
09.2013 - 10.2018
- Working in the Medical Oncology Department, I actively managed the patient pathways from an administration perspective, ensuring all patients receive a smooth and efficient service throughout their experience at St. Bart's.
- I managed the diaries of three Medical Consultants and two Registrars arranging meetings, and clinical trial conferences.
- I actively managed the patient pathway processes and the functioning/effectiveness of medical teams, ensuring that 18 week access and other quality targets are achieved.
- I acted as the key contact for patients in providing them with access to healthcare professionals, information on appointments, and assist with other ad hoc queries as they arise.
- I managed clinic profiles to ensure efficient use of capacity, pro-actively monitoring clinic utilisation, and use of corrective actions on the Trust's CRS system (for patient information).
- I provided efficient and effective secretarial and PA services to Medical Consultants and Registrars, including use of voice recognition software, and quality management of documents and their distribution.
- Other duties were as required, including cover for absent colleagues.
- I devised and instigated a new process to improve referrals between GP Services and the department, resulting in a faster patient referral rate and a measurable improvement in patient chemotherapy treatments within 8 weeks from surgery (50% to 82%).
Senior Administration Clerk
Imperial NHS Trust
01.2011 - 01.2013
- Working in Medical Records, I managed a team of four Administration Clerks, providing one-on-one training and coaching, organising workload, and delivering team building workshops.
- Filing and maintenance of clinic medical records.
- Sourcing of medical records as required by colleagues.
- Managed appointment system through the ICHIS computer application.
Retail Trainer/Coach
HSBC plc
01.2007 - 01.2009
- I led on the design and delivery of a 6 week regional Academy, which was aimed at improving all areas of my region's retail scorecard, including customer satisfaction and mystery shop. I was accountable for the increase in growth and service awareness within North West area, with a portfolio of 40/60 sales staff. Increased sales by 4% to 68% in first year. North West London also had the highest staff engagement within the London region during this period.
- I worked closely with management within the North West London region in writing and delivering workshops in order to up-skill staff in service and sales skills. Workshops included new product launches, the structure of a sale, how to deliver a financial review, customer service skills, mystery shopper awareness etc. This resulted in a measurable increase in performance, and my team received a Starfish Award.
- HSBC is one of the world's largest banking and financial services organisations, serving around 38 million customers.
Education
NVQ 2/3 Diploma - Support Working
City & Guilds 706 1/2 - Catering
GCSE equivalents -
Hobbies and Interests
- I am a keen swimmer and regularly attend the gym also.
- I enjoy cooking and listening to music as well as attending live music events.
- I am also a dog owner and enjoy walks on the Heath.
References
Available upon request
Timeline
Patient Support Coordinator
The London Clinic
03.2024 - 09.2025
Patient Support Coordinator
UCLH NHS Trust
10.2018 - 03.2024
Medical Secretary/Patient Care Coordinator
St. Bartholomew's NHS Trust
09.2013 - 10.2018
Senior Administration Clerk
Imperial NHS Trust
01.2011 - 01.2013
Retail Trainer/Coach
HSBC plc
01.2007 - 01.2009