Job Description

Please note that this is a full time, IN-PERSON role in our Altrincham office, Greater Manchester

The Clinical Administrative Assistant will provide high-quality administrative and patient support within Harley Street Mental Health, a specialist Adult ADHD and Autism service working across private pathways and NHS-commissioned contracts. The post holder will be responsible for managing patient enquiries, supporting clinicians with documentation and workflow, processing referrals, maintaining accurate records, and ensuring that patients receive a smooth and well-coordinated experience throughout their assessment and treatment journey.

The role requires strong organisational skills, compassionate communication, attention to detail, and the ability to work effectively in a fast-paced and sensitive mental health environment.

MAIN DUTIES AND RESPONSIBILITIES

Patient Communication

Act as the first point of contact for patients via telephone, email, and the online enquiry system. Respond to queries promptly, professionally and with empathy, providing accurate information about appointments, medication processes, policies and service pathways. Manage inboxes, prioritise urgent messages and ensure all communications are actioned within agreed timeframes. Escalate complex or clinical questions to relevant clinicians or senior staff.

Referral Processing

Receive, register and process referrals from NHS partners, private patients, GPs and external agencies. Ensure referral documentation is complete and entered accurately into internal systems. Allocate referrals to the correct clinical pathway and liaise with team leads regarding capacity and scheduling. Maintain spreadsheets and database trackers to monitor referral volumes, waiting lists and progress.

Appointment and Workflow Support

Assist with booking assessments, follow-up appointments, titration reviews and meetings. Send appointment confirmations, reminders and required forms to patients. Manage cancellations, rescheduling and short-notice changes with professionalism. Provide administrative support to ensure smooth running of clinical diaries.

Clinical Liaison

Work closely with psychiatrists, psychologists, nurses and the wider MDT to support timely completion of reports, prescriptions and clinical documents. Track outstanding items, follow up with clinicians and ensure documents are uploaded and sent to patients securely. Assist with collating information needed for appointments or MDT discussions where required.

Complaints and Feedback

Log and acknowledge incoming complaints in line with organisational policy. Liaise with senior staff to gather information and ensure timely responses. Maintain accurate records of complaints, resolutions and identified service improvements.

Information Management and Record Keeping

Maintain accurate and up to date patient records, spreadsheets, trackers and internal systems. Ensure all documentation is stored securely and in accordance with GDPR and organisational information governance policies. Support internal auditing processes and contribute to data collection for commissioners.

Administrative Support

Produce letters, templates and standardised documents when required. Assist with scanning, filing, uploading documents and general administrative duties. Support service development projects, quality improvement activities and administrative initiatives.

Safeguarding Responsibilities

Be aware of and follow safeguarding procedures, escalating concerns to senior clinicians or safeguarding leads. Handle sensitive information appropriately and contribute to maintaining a safe environment for patients.

Professionalism and Conduct

Maintain confidentiality at all times. Uphold organisational values and contribute to a positive team culture. Attend supervision, team meetings and mandatory training. Act as an ambassador for the service when interacting with patients, families, clinicians and external partners.

EXPERIENCE

Essential criteria

Experience working in an administrative or customer-service role. Experience handling sensitive or confidential information in a professional setting. Experience responding to queries by phone and email. Experience managing workload, prioritising tasks and working to deadlines. Experience maintaining accurate records, spreadsheets or databases.

Desirable criteria

Experience working within a healthcare, mental health or NHS setting. Experience processing referrals or using patient management systems. Experience supporting clinicians or multidisciplinary teams. Experience working with individuals with ADHD, Autism or other neurodevelopmental conditions. Experience handling complaints or supporting service-user communication.

Knowledge, Skills and Attributes:

Essential criteria

Excellent written and verbal communication skills Strong organisational skills and high attention to detail Ability to remain calm, professional and compassionate under pressure Ability to prioritise workload and manage multiple tasks at once Ability to work independently as well as part of a team Ability to maintain confidentiality and follow GDPR and data protection requirements Confident using IT systems including email, spreadsheets and databases Professional, patient-centred approach when communicating with service users Problem-solving skills and ability to use initiative appropriately

Desirable criteria

Knowledge of ADHD, Autism or other neurodevelopmental conditions Knowledge of referral pathways or administrative processes in healthcare Ability to use electronic health record or patient management systems Understanding of safeguarding principles in adult services Experience producing spreadsheets, trackers or simple data reports Awareness of NHS administrative processes or clinical governance

Qualifications:

Essential criteria

GCSE grade AC (or grade 49) in English and Maths, or equivalent. Competent use of Microsoft Office applications (Outlook, Word, Excel).

Desirable criteria

NVQ Level 2 or Level 3 in Business Administration, Customer Service, or a related field. Training in safeguarding, data protection/GDPR or information governance. Any additional administrative or healthcare-related training or certification.

Job Types: Full-time, Permanent

Pay: 25,900.00-27,000.00 per year

Application question(s):

This job listing is for an in person role based in Altrincham, Greater Manchester. Please confirm that you will be able to attend this role in person if selected
Work Location: In person