Clinical Administrative Assistant

Harley Mental Health Ltd; Altrincham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A mental health service provider in Altrincham is seeking a Clinical Administrative Assistant to support patients with ADHD and Autism assessments. The role involves managing inquiries, processing referrals, and ensuring effective communication among clinicians. Ideal candidates will possess strong organizational skills, compassion, and attention to detail, along with relevant administrative experience. Join a supportive team focused on enhancing patient care and service delivery in a fast-paced environment.

Qualifications

• Experience working in an administrative or customer-service role.
• Experience handling sensitive or confidential information.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to patient queries providing information on appointments.
• Assist in processing referrals and maintaining accurate records.
• Manage service inboxes and support appointment scheduling.

Skills

Organisational skills

Compassionate communication

Attention to detail

Problem-solving skills

Education

GCSE grade AC in English and Maths

NVQ Level 2 or Level 3 in Business Administration or related field

Tools

Microsoft Office applications

Job description

We are looking for a highly organised and compassionate Clinical Administrative Assistant to join our growing team at Harley Street Mental Health in our Altrincham office in Greater Manchester.

This is an exciting opportunity to play a key role in supporting patients through their ADHD and Autism assessment and treatment journey. You will be the first point of contact for patients, providing clear, professional communication and ensuring their experience with our service is smooth, supportive and well-coordinated.

The role is ideal for someone who enjoys working in a fast paced environment, is confident managing sensitive information, and is motivated by helping people access the care they need. You will work closely with clinicians, nurses and the wider administration team to make sure reports, prescriptions, referrals and documentation are completed accurately and on time.

If you are empathetic, detail focused and able to juggle multiple priorities, we would love to hear from you

Main duties of the job

In this role, you will respond to patient queries by phone and email, providing timely and supportive information about appointments, assessments and treatment pathways. You will assist with processing referrals from both NHS partners and private patients, registering information accurately on internal systems and ensuring all documentation is complete.

You will liaise daily with clinicians to help coordinate reports, prescriptions and other clinical documents, keeping track of deadlines and ensuring patients receive information promptly. The post holder will also maintain spreadsheets, trackers and databases, support appointment scheduling, manage service inboxes, and contribute to the smooth running of the clinic. Handling complaints with sensitivity and professionalism is also an important part of the role.

About us

Harley Street Mental Health is a clinician led specialist service providing high quality mental health assessments. We have a particular focus on ADHD and Autism assessments and treatment across both private pathways and NHS-commissioned contracts.

Our team includes psychiatrists, psychologists, nurses and experienced administrators who work collaboratively to deliver safe, efficient and compassionate care.

We are a supportive, fast-growing organisation with bases in London, Hale and Altrincham, committed to evidence-based practice and excellent patient experience. The working environment is friendly, structured and focused on maintaining high standards while giving staff opportunities to develop their skills.

Joining us means becoming part of a service that is genuinely patient-centred, values its staff, and is making a meaningful impact in improving access to neurodevelopmental care across the UK.

The current role is for our Altrincham office

Job responsibilities

Job Summary

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

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.

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.

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.

Person Specification

Experience

• 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.
• 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

• 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
• 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

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.