Complex Case Coordinator

Harrow Health CIC; Rickmansworth; On-site; GBP 28,000 - 35,000; Full time

Job summary

A healthcare community interest company in Rickmansworth is seeking a Complex Case Coordinator for the Adult ADHD Service. The role involves providing essential support to individuals facing barriers in accessing ADHD assessments and treatments. Key responsibilities include managing patients' care pathways, coordinating with healthcare providers, and maintaining accurate records. Candidates should have relevant experience in mental health and possess strong communication and organizational skills. This position is pivotal in ensuring effective patient-centered care.

Benefits

Supportive work environment

Professional development opportunities

Qualifications

• Experience in mental health, neurodevelopment, social care, or care coordination roles.
• Experience supporting adults with complex psychosocial needs.
• Experience using NHS clinical systems.

Responsibilities

• Acting as the main point of contact for patients navigating care.
• Identifying barriers hindering patient access to services.
• Building strong relationships with other NHS and health organisations.

Skills

Strong communication skills

Organisational abilities

Problem-solving skills

Ability to build rapport

Education

NVQ Level 3 or equivalent experience

Degree or vocational qualification in health/social care

Tools

NHS systems (EMIS, RIO, System One)

Job description

The Complex Case Coordinator for the Harrow Adult ADHD Service will provide non-clinical care coordination for adults undergoing ADHD assessment, diagnosis, medication titration, and ongoing management; ensuring that the patient is at the centre of the care that our staff are delivering.

The role will support individuals with complex presentations, co-occurring mental health difficulties, safeguarding risks, social vulnerabilities, and barriers to accessing care.

Main duties of the job

The role will support with strengthening communication between Patients, Advocates, GPs, Psychiatry, Psychology, ICB specialist services, and community organisations.

The focus is on providing timely support, reducing risk, preventing escalation, and improving adherence to ADHD care pathways.

About us

About Harrow Health

Harrow Health Community Interest Company (CIC) wasestablishedin 2007 by a group of Harrow GPs with a shared vision to deliver high-quality clinical care within the community. Since itsinception, Harrow Health has grown significantly and nowprovidesa wide range of clinical services.

Purpose / Mission

Our mission is to deliver high-quality, patient-centred clinical services ensuring accessible and effective care for local populations. We work collaboratively with GP practices and NHS partners to ensure patients receivetimelyand consultant-led treatment across a wide range of specialties. Our clinical services have evolved to meet the changing needs of local population and currently providing ADHD, Dermatology, Ear Nose Throat (ENT), Enhanced Frailty Services, Gastroenterology and Gynaecology.

Job responsibilities

Key Responsibilities:

Case Coordination and Patient Support

Acting proactively as the main point of contact for patients navigating the Harrow Health Adult ADHD pathway.

Work with patients closely and support them through referral screening, assessment preparation, medication titration, follow-up appointments, and shared-care transitions.

Identify barriers such as comorbid mental health conditions, housing issues, executive functioning challenges, or safeguarding concerns.

Facilitate reasonable adjustments for patients who struggle with communication, paperwork, digital access, or appointment attendance.

Good problem-solving skills and ability to navigate multiple care pathway on behalf of patient.

Build and maintain strong external relationships with other NHS and health organisations

Pre-Assessment and Assessment Support:

Provide signposting to psychoeducation resources and local neurodiversity support services.

Coordinate appointment scheduling and send reminders to reduce non-attendance.

Support During Medication Titration

Liaise with consultants, independent medical prescribers and GPs to maintain clear communication of patients medication journey with Harrow Health.

Track medication progress and ensure any follow up tasks and monitoring information is collected in timely manner.

Support transitions to GP shared-care agreements or long-term prescribing arrangements.

Managing Complexity and Risk

Identify and escalate concerns such as suicidality, substance misuse, domestic abuse, safeguarding issues, self-neglect, or severe functional impairment.

Coordinate with mental health teams when patients have co-existing conditions such as anxiety, depression, ASD, trauma histories, bipolar disorder, or personality-related difficulties.

Provide crisis information and ensure safety measures are in place.

Monitoring incidents and ensuring quality reporting.

Multi-Disciplinary Team (MDT) Support

Prepare documents and information for ADHD MDT meetings.

Ensure actions from MDT discussions are logged and followed up.

Work across teams including psychiatry, primary care, community mental health teams, psychology, and voluntary sector neurodiversity services.

Administrative and Data Responsibilities

Maintain accurate records using NHS systems such as EMIS.

Support service audits and quality improvement projects.

Produce progress reports and escalate caseload issues to the ADHD Service Lead.

Skills and Competencies

Strong organisational abilities and experience managing complex caseloads.

Effective communication skills with adults with ADHD and neurodiversity-related needs.

Ability to recognise and escalate risk appropriately.

Understanding of ADHD in adults and related comorbidity patterns.

Competence using NHS digital systems.

Person Specification

Location

• Able to travel Rickmansworth office

Experience

• Experience
• Experience in mental health, neurodevelopment, social care, or care coordination roles.
• Experience supporting adults with complex psychosocial needs.
• Experience working within multidisciplinary or multi-agency environments.
• Experience maintaining accurate records and handling confidential information.
• Experience in an NHS Adult ADHD or neurodevelopmental service.
• Experience supporting patients through diagnostic pathways, titration, or shared-care transitions.
• Experience in quality improvement, audit, or service development
• Experience using NHS clinical systems (EMIS, RIO, System One )

Values & Behaviours

• Compassionate, patient-centered approach.
• Commitment to equality, diversity, inclusion, and neurodiversity-affirming practice.
• Flexible, reliable, and professional under pressure.
• Lived experience or peer support training (where appropriate and supported)

Qualifications

• Qualifications & Training
• NVQ Level 3 or equivalent experience in health or social care.
• B1 Common European Framework of Reference for Language CEFR or equivalent.
• A-Level
• Willingness to undertake training in ADHD and neurodiversity.
• Formal training in mental health or neurodevelopmental conditions.
• Degree or vocational qualification in health/social care.
• Training in trauma-informed care, motivational interviewing, or risk assessment.

Knowledge and Skills

• Understanding of adult ADHD or willingness to learn
• Understanding of safeguarding and risk-escalation processes.
• Awareness of barriers faced by neurodiverse adults (executive dysfunction, organisation, communication)
• Understanding of confidentiality, GDPR, and professional boundaries
• Awareness of trauma-informed and neurodiversity-affirming approaches.
• Understanding of patient advocacy and the ability to support individuals in navigating health and social care systems
• Knowledge of Harrow services, PCNs, and ICB ADHD/shared-care arrangements.
• Understanding of benefits, housing, and community support systems.
• Skills & Abilities
• Strong communication skills (written and verbal).
• Ability to organise and prioritise a high-volume caseload.
• Ability to build rapport with diverse patient groups.
• Ability to identify and escalate risk appropriately.
• Good IT and administrative skills.
• Ability to work independently and use initiative.
• Ability to support patients with planning, paperwork, and appointment adherence
• Ability to coordinate MDTs, prepare summaries, and track actions.
• Ability to deliver basic psychoeducation or structured signposting

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.