Patient Services Administrator

At Clinical Partners, one of the UK’s leading providers of mental health services, we believe in making every patient feel heard, supported, and cared for.

We’re looking for Patient Services Administrators to provide frontline telephone, email, and chat support for Clinical Partners patients to ensure a smooth patient journey and high-quality care. This involves dealing sensitively with patients, clinical professionals, carers, and families by taking telephone calls, booking patient/clinic appointments, signposting parents/carers and professionals, administering Salesforce, and other patient service-specific administration duties.

This role is ideal for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments. You’ll need to be resilient, self-motivated, and accountable — someone who brings both heart and focus to every conversation.

Accountabilities and Deliverables

Some tasks may be delegated but the post holder remains responsible for ensuring that they are carried out satisfactorily.

• To act as the responsive first point of contact to Clinical Partners’ services, providing responsive excellent customer care when dealing with enquiries, answering queries, and calls and knowing when to escalate onwards.
• To deal appropriately and sensitively with professionals, patients, clients, carers, and family enquiries, adhering to strict policies regarding confidentiality and compliance at all times.
• To book appointments and any ongoing treatment and support for patients.
• Maintain accurate entry of data to ensure that all patient records are kept up to date with any details relevant to the patient’s needs, attendance, appointments, assessments, and ongoing care requirements.
• To be responsible for identifying and escalating any issues to the relevant supervisor which compromise delivery of the pathway, e.g., changes to a patient’s needs, delays in assessment reports, etc.
• Provide cross cover for other team members to ensure a consistent and effective administration service is maintained at all times.
• Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient, and courteous way.
• When necessary, to support the Clinical Partners operations and governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints, and concerns processes as specified in the relevant Clinical Partners policies.