Administration Officer

About PsychCare Online Services Ltd

PsychCare Online Services Ltd is a private mental health and psychiatric services provider offering specialist assessment, diagnosis, treatment, medication management, follow-up care and medico-legal psychiatric services. The organisation supports adults and children and provides services through online video consultations, in-person appointments and home visits.

The organisation operates a digitally enabled patient pathway, coordinating enquiries and referrals, specialist appointments, consultations, clinical documentation, reports, follow-up appointments and onward referrals. The administrative function is central to ensuring that patients, clinicians, legal professionals and other stakeholders receive an efficient, professional and confidential service.

The Role

PsychCare Online Services Ltd is seeking a highly organised, professional and compassionate Healthcare Administrator to join its Administration and Patient Services function. The successful candidate will support the smooth running of the patient journey from initial enquiry or referral through appointment booking, consultation, clinical documentation and follow-up.

This is more than a general office administration role. You will work closely with patients, psychiatrists, prescribing nurses, healthcare professionals, referrers and, where required, legal professionals. You will handle sensitive personal and medical information and must therefore demonstrate excellent confidentiality, accuracy, attention to detail and professional judgement.

Key ResponsibilitiesPatient Administration and Coordination

• Act as an initial point of contact for patients, relatives, carers, referrers and other professionals contacting the organisation.
• Respond professionally and sensitively to telephone calls, emails, online enquiries and administrative requests.
• Receive, record and process new referrals and enquiries accurately.
• Ensure referrals are acknowledged and progressed appropriately.
• Check that required patient information and documentation has been received.
• Maintain accurate patient and administrative records and update information where appropriate.
• Direct patient correspondence to the appropriate clinical or administrative team member.
• Provide clear information about the administrative aspects of appointments and care pathways.
• Escalate clinical questions, safeguarding concerns, complaints and matters outside the role to the appropriate senior or clinical professional.

Appointment and Diary Management

• Coordinate psychiatric assessments, consultations and review appointments.
• Liaise with psychiatrists and other professionals regarding availability.
• Contact patients to arrange suitable appointment dates and times.
• Maintain accurate appointment diaries and scheduling systems.
• Confirm appointments and provide relevant appointment information and preparation instructions.
• Support the organisation of online, onsite and home-based consultations.
• Monitor cancelled, postponed and missed appointments and take appropriate administrative action.
• Arrange follow-up appointments when requested by clinicians.
• Record appointment changes and related communications accurately.

Online Consultation Administration

• Support the administration of online psychiatric consultations through secure digital systems.
• Ensure patients receive appropriate meeting information before appointments.
• Provide basic administrative guidance on accessing the online consultation platform.
• Assist with straightforward technical or administrative queries and escalate technical issues where necessary.
• Ensure relevant information is available to clinicians before scheduled consultations.

Clinical Documentation and Patient Records

• Support the accurate administration of patient records following consultations.
• Process, upload, file or send approved documentation through authorised systems.
• Assist with the administrative processing of clinic letters and assessment reports.
• Notify patients when approved reports or letters are available.
• Support patients with administrative queries concerning access to documentation.
• Refer requests for amendments to reports or letters to the appropriate clinician.
• Monitor outstanding documentation and follow up where appropriate.
• Maintain records in accordance with organisational policies and information governance requirements.

Communication and Patient Service

• Provide a professional, compassionate and reassuring service to patients who may be anxious, distressed or uncertain about their assessment.
• Communicate clearly and sensitively with people from a wide range of backgrounds.
• Respond to patient queries within agreed timescales.
• Maintain a calm and professional approach when handling difficult or challenging conversations.
• Recognise when an enquiry requires clinical input and refer it appropriately.
• Maintain professional boundaries at all times.
• Contribute to a positive patient experience from first contact onwards.

Communication with Clinicians and Professionals

• Maintain effective communication with consultant psychiatrists and other members of the clinical team.
• Coordinate information required by clinicians before appointments.
• Communicate appointment changes and administrative updates promptly.
• Follow up outstanding administrative actions requested by clinicians.
• Support timely progression of reports, letters and follow-up appointments.
• Liaise with prescribing nurses and other professionals where administrative coordination is required.
• Support onward referrals when instructed by a clinician.

Medico-Legal Administration

• Receive and record instructions for medico-legal assessments.
• Maintain accurate case information.
• Liaise with solicitors, legal representatives and other professionals.
• Arrange medico-legal assessment appointments.
• Coordinate relevant correspondence and documentation.
• Monitor outstanding information required for reports and support tracking of report deadlines.
• Ensure legal and psychiatric documentation is securely stored and shared only through authorised channels.
• Maintain strict professional confidentiality.

Data Protection and Confidentiality

• Handle personal, medical and sensitive information securely.
• Comply with UK GDPR, the Data Protection Act 2018 and organisational information governance procedures.
• Only access information required for legitimate work purposes.
• Verify identity before releasing information where required.
• Use approved communication systems for confidential information.
• Maintain secure electronic and paper records.
• Report information governance incidents promptly.
• Complete required information governance and data protection training.

Quality, Compliance and Governance

• Follow organisational policies, procedures and standard operating procedures.
• Maintain accurate and complete records.
• Support audit and quality assurance activities.
• Provide administrative information required for internal reviews.
• Report administrative risks, errors or concerns to the appropriate manager.
• Support internal or external reviews where required.
• Work in accordance with relevant CQC expectations for the administrative function.
• Maintain awareness of safeguarding responsibilities and escalation procedures.

Financial and General Administration

• Assist with patient invoices and payment administration where required.
• Monitor outstanding administrative or financial documentation.
• Maintain spreadsheets and administrative trackers.
• Prepare routine correspondence.
• Assist with invoices, purchase orders and supplier administration where required.
• Maintain electronic and paper filing systems.
• Arrange meetings and prepare supporting documentation.
• Take meeting notes and distribute agreed actions.
• Maintain office supplies and administrative resources.

Reporting and Monitoring

• Maintain accurate administrative trackers and records.
• Monitor referrals, enquiries, appointment bookings, cancellations, outstanding documentation, clinic letters and follow-up appointments.
• Track medico-legal cases and relevant deadlines.
• Prepare basic administrative reports and statistics when required.
• Ensure information is accurate and available to managers.

Complaints, Feedback and Service Improvement

• Receive complaints and concerns professionally and sensitively.
• Record complaints accurately and pass them to the appropriate person.
• Provide administrative support during complaint handling.
• Record patient feedback and identify recurring administrative issues.
• Suggest improvements to patient communication and administrative processes.
• Support continuous service improvement.

Safeguarding Responsibilities

• Maintain awareness of safeguarding procedures.
• Recognise and appropriately escalate safeguarding concerns.
• Follow organisational safeguarding policies.
• Do not attempt to investigate clinical or safeguarding concerns independently.
• Escalate urgent concerns to the appropriate senior or clinical professional.
• Record relevant information accurately and objectively.

Person SpecificationEssential

• Previous experience in an administrative, healthcare, customer service or office-based role.
• Experience handling confidential or sensitive information.
• Experience communicating with members of the public by telephone and email.
• Experience maintaining accurate records and managing competing priorities.
• Good working knowledge of Microsoft Office or comparable digital systems.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills.
• Excellent attention to detail.
• Ability to work accurately under pressure and prioritise workload effectively.
• Strong telephone manner and professional customer service skills.
• Ability to communicate sensitively with people who may be distressed or anxious.
• Understanding of confidentiality, data protection and professional boundaries.
• Ability to identify matters requiring escalation.

Desirable

• Previous experience in mental health, psychiatry, NHS, private healthcare or social care.
• Experience working in a CQC regulated environment.
• Knowledge of UK GDPR and healthcare information governance.
• Experience using patient management or electronic medical record systems.
• Experience managing clinical diaries or healthcare appointments.
• Experience processing referrals.
• Experience supporting clinicians or healthcare professionals.
• Experience working with legal professionals or medico-legal documentation.
• Knowledge of safeguarding procedures.
• Experience with online consultation or telehealth platforms.
• Experience working in a private healthcare environment.

Personal Qualities

• Compassionate and patient focused.
• Trustworthy, discreet and professional.
• Calm and reliable under pressure.
• Organised, methodical and proactive.
• Adaptable and confident using technology.
• Committed to continuous improvement.
• Respectful of different backgrounds, cultures and individual circumstances.

Why Join PsychCare Online?

Join a specialist private mental health organisation where high quality administration directly supports the delivery of accessible psychiatric care. This role offers the opportunity to work alongside experienced clinical professionals, develop healthcare administration expertise and contribute to a patient-centred service.

Pay: From £25,420.00 per year

Work Location: In person