Job responsibilities
Harrow Health CIC Harrow Health Community Interest Company
(Harrow Health) whose sole aim was to ensure patients receive a high-quality
clinical care service within the community. Over the years, Harrow Health has
expanded. We now provide many clinical services which includes Community
Services, Right to Choose provider for NW London for Adult ADHD and our Whole
Systems Integrated Care Frailty Team. Our Vision: To provide high quality
patient care, enhancing patient experience by providing excellent clinical
effectiveness in a safe environment. Working in partnership to provide gold
standard services and develop a sustainable future for the local health
community. Job Summary: Harrow Health CIC is seeking compassionate and
motivated Part time ADHD Call Handlers to join our Adult ADHD Service You will
be working on a 4-hour shift 5 days a week between Monday to Friday from 16:00
to 20:00. As the first point of contact for patients, you will play a key role
in managing telephone enquiries, coordinating appointments, and ensuring
patients feel supported throughout their care journey. You will also provide
general administrative support to the wider ADHD team and work collaboratively
with other community services. This is an exciting opportunity to join a patient-focused
team delivering essential mental health services in a friendly and supportive
environment Key Responsibilities Handle inbound calls related to ADHD service
enquiries, referrals, and appointments. Provide clear and empathetic
communication to patients, carers, and external stakeholders. Accurately triage
calls to the appropriate team or clinician based on clinical urgency and
service protocols. Book, cancel, and reschedule appointments using relevant
booking systems
Maintain accurate records of calls and interactions in line
with data protection and confidentiality policies. Escalate urgent or
safeguarding concerns in line with established procedures. Provide information
on ADHD pathways, waiting times, and next steps as appropriate. Work
collaboratively with administrative and clinical teams to ensure patient
satisfaction and service efficiency. Previous experience in a call handling,
administrative, or customer service role, preferably in a healthcare setting.
You must possess the following skills: Excellent verbal communication and
listening skills. Strong attention to detail and ability to maintain accurate
records. Able to handle sensitive and confidential information with discretion.
Comfortable working independently during weekend hours. IT literate, with
experience using electronic booking systems and Microsoft Office Understanding
of ADHD or neurodiversity-related services Experience working in primary care
or community health services. Familiarity with EMIS or other NHS systems. Days:
Saturday and Sunday Operating hours: Between 8:00 AM and 8:00 PM (shifts will
be allocated within this window) Benefits Flexible weekend-only role
Opportunity to work in a growing and supportive community health organisation
Training provided Supportive team environment Additional Information: Appraisal
Harrow Health operates a system of individual performance review/appraisal for
the purpose of agreeing performance objectives and discussing development needs
in line with requirements of service need in the operational plan. Clinical
Governance To have responsibility for a commitment to maintaining a
high-quality service to patients by continual development of Service in the
light of research evidence and by audit, based against clinically relevant
standards. Code of Conduct All members of staff are required to work in
accordance with their professional groups code of conduct (e.g. NMC, GMC, HPC).
This job description is intended as a basic guide to the scope and
responsibilities of the post and is not exhaustive. It will be subject to
regular review and amendment as necessary in consultation with the post holder.
Conflict of Interests You may not without the consent of Harrow Health engage
in any outside employment. You must declare to your manager all private
interests, which could potentially result in personal gain as a consequence of
your employment position in Harrow Health. Interests that might appear to be in
conflict should also be declared.
DBS It is a requirement of this position that a Criminal
Records Bureau disclosure at the standard level is undertaken. Confidentiality
The post holder is required not to disclose such information, particularly that
relating to patients and staff. All employees are subject to the Data
Protection Act 1998 and must not only maintain strict confidentiality in
respect of patient and staff records, but the accuracy and integrity of the
information contained within. The post holder must not at any time use personal
data held by Harrow Health for any unauthorised purpose or disclosure such as
data to a third party. You must not make any disclosure to any unauthorised
person or use any confidential information relating to the business affairs of
Harrow Health, unless expressly authorised to do so by Harrow Health. Further
guidance on confidentiality is contained within Harrow Health Information
Security Management System (ISMS). Data Protection The post holder must always
respect the confidentiality of information in line with the requirements of the
Data Protection Act. This includes, if required to do so, obtain, process
and/or use information held on a computer in a fair and lawful way, to hold
data only for the specified registered purposes and to use or disclose data
only to authorized persons or organisations as instructed. By signing the job
description, you are agreeing to adhere to the NHS code of conduct Education
and Training Personal continuing professional development is encouraged, and an
annual appraisal system is in place to discuss personal development and ongoing
training/objectives. Equal Opportunities The post holder is always required to
carry out responsibilities with due regard to HHCIC Equal Opportunities Policy
and to ensure that staff receive equal treatment throughout their employment
with Harrow Health Smoking Smoking is not allowed on any part of Harrow Health
premises. Health and Safety As an employee of Harrow Health, the employee has a
duty under the Health and Safety at Work Act 1974, to: Take reasonable care of
the health and safety of themselves and all other persons who may be affected
by their acts or omissions at work. Co-operate with their employer to ensure
compliance with Health and Safety legislation and the Health and Safety policies
and procedures of the treatment centre, not intentionally or recklessly
interfere with, or misuse, anything provided in the interests of health,
safety, or welfare, in pursuance of any of the relevant statutory provisions.
Risk Management All members of staff have a responsibility to report all
clinical and non-clinical accidents or incidents promptly and when requested
to, co-operate with any investigation undertaken. This list of duties and
responsibilities is not exhaustive and the postholder may be required to
undertake other relevant and appropriate duties as reasonably required. This
job description is subject to regular review and appropriate modification
