Lydia Hames

• Managed a high-volume property portfolio, including some of the organisation’s largest and highest-value clients.
• Progressively entrusted with multi-landlord portfolios, overseeing properties across Thanet and the South East, ensuring consistent service delivery across multiple locations.
• Acted as the primary point of contact for landlords and tenants, effectively managing expectations and maintaining strong professional relationships.
• Worked closely with the Commercial Director to manage key aspects of a high-profile client portfolio, ensuring service delivery met strategic and contractual expectations.
• Entrusted to assume responsibility for my Line Manager’s portfolio during a business restructure, ensuring continuity of service and maintaining portfolio performance during a period of organisational change.
• Coordinated and responded to emergency maintenance situations, ensuring urgent issues were handled promptly and efficiently to minimise disruption to tenants.
• Ensured all managed properties remained fully compliant with current legislation and safety regulations, arranging required inspections, certifications, and remedial works where necessary.
• Scheduled and coordinated contractors and maintenance works, monitoring progress and ensuring works were completed to required standards and within agreed timeframes.
• Managed large financial transactions relating to contracted works, maintaining accurate records and ensuring financial accountability and transparency.
• Maintained strict confidentiality when handling sensitive client, tenant, and financial information.
• Handled a high volume of telephone calls and correspondence, providing professional communication and resolving queries efficiently.
• Attended and participated in landlord meetings, providing updates, addressing concerns, and supporting ongoing client relationships.

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• Collaborated with multidisciplinary teams, including clinicians, social workers, and community services, to ensure smooth care transitions and the delivery of person-centred care plans tailored to individual patient needs.
• Maintained accurate and up-to-date patient records using electronic health record systems, ensuring full compliance with confidentiality, GDPR, and data protection standards.
• Coordinated appointments, referrals, and follow-up care, ensuring patients received timely access to appropriate services.
• Worked in accordance with safeguarding procedures and healthcare policies, recognising and escalating concerns where appropriate.
• Managed sensitive information with the highest level of professionalism and discretion, maintaining patient trust and confidentiality.
• Assisted in identifying opportunities to improve service efficiency and patient experience, contributing to effective team working and service delivery.
• Demonstrated strong organisational skills when managing multiple patient cases simultaneously, ensuring accuracy, attention to detail, and adherence to deadlines.

• Addressed patient concerns and complaints in a professional and empathetic manner, ensuring timely resolutions that upheld the clinic’s reputation and promoted positive patient experiences.
• Ensured full compliance with clinic policies, confidentiality standards, and data protection regulations (including GDPR), maintaining a safe and secure environment for both patients and staff.
• Collaborated effectively with administrative staff, clinicians, and support teams to maintain a cohesive and efficient working environment, supporting high standards of patient care.
• Oversaw the daily operations of the front desk, managing incoming calls, greeting patients, and coordinating administrative tasks to support the smooth running of the clinic.
• Managed appointment scheduling, cancellations, and patient flow to ensure efficient clinic operations and reduced waiting times.
• Maintained accurate patient records and registration details, ensuring all documentation was completed correctly and updated in a timely manner.
• Provided clear and professional communication to patients regarding appointments, procedures, and clinic processes, ensuring understanding and satisfaction.
• Prioritised tasks in a fast-paced environment, handling multiple responsibilities simultaneously while maintaining attention to detail and professionalism.
• Supported the wider team by assisting with administrative duties, including document handling, correspondence, and coordination of internal communications.
• Demonstrated strong customer service and organisational skills, contributing to a welcoming and professional clinic environment.

• Assigned accurate medical codes to patient records, including documentation of COVID-19 vaccinations and associated clinical information, ensuring accuracy and compliance with coding standards.
• Maintained up-to-date knowledge of medical coding guidelines and industry practices by participating in regular training and professional development activities.
• Ensured patient documentation was recorded correctly within electronic systems, supporting data accuracy and regulatory compliance.

• Managed prescription orders by accurately receiving and verifying under pharmacist supervision, ensuring the highest standards of accuracy and patient safety.
• Organised and maintained pharmacy inventory, including prescription medicines, medical supplies, and over-the-counter products, in accordance with company procedures and stock control requirements.
• Assisted in monitoring stock levels, placing orders, and checking deliveries to ensure adequate availability of medications and supplies.
• Provided a welcoming and professional service to patients, supporting a positive customer experience within a busy pharmacy environment.
• Responded to health-related enquiries, offering guidance on the safe use of medications and referring patients to the pharmacist when clinical advice was required.
• Ensured all medications were stored, handled, and labelled in line with regulatory standards and pharmacy protocols.
• Demonstrated commitment to continuous professional development by staying informed about pharmaceutical products, industry updates, and regulatory changes.
• Maintained strict confidentiality when handling patient information, adhering to data protection and privacy requirements.