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
