RTC Services Hybrid Employed 37.5 Canterbury CT1 2XJ
Psicon is a specialist neurodevelopmental service working both privately and with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Assessments are carried out by our team of associate clinicians from a range of clinical backgrounds, in satellite clinics across the country and remotely. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.
About The Role
As a Senior Administrator for Client Engagement for an autism and ADHD diagnostic assessment service, you will play a key role in supporting the day-to-day oversight of the open caseloads. You will provide administrative and operational support, contribute to service improvements, and assist in training and compliance activities. This role requires regular collaboration with team/department leads, service managers, administrative teams, and external stakeholders to maintain a well-functioning and patient-focused service.
Principle duties and responsibilities will include but not limited to:
* Provide day-to-day oversight of open caseloads, supporting efficient, patient-focused autism and ADHD diagnostic assessment services.
* Manage patient administration on electronic systems from referral receipt through assessment, reporting and discharge monitoring.
* Monitor the patient journey daily, weekly and monthly to ensure progress through all stages within KPI targets.
* Ensure all cases include a registered GP and that records remain accurate and complete.
* Oversee new enquiries and referral conversion activity, and support service planning to meet demand where applicable.
* Produce regular activity and performance reports, identifying and escalating bottlenecks, delays or service issues to managers.
* Support audits, complaints and incident investigations in line with CQC standards, contractual requirements and internal processes.
* Contribute to quality improvement by recommending best practice changes that enhance patient experience and service delivery.
* Undertake routine administrative tasks within KPIs, including enquiries, referral uploads, client engagement and discharge activity.
* Help develop internal and external communications, maintain SOPs, and support training needs across administrative teams.
* Act as a key contact for stakeholders, provide guidance on standard processes, manage low-level complaints, and escalating higher-level concerns appropriately.
Person Specification
* Previous experience of working in a similar role in an NHS or private health service environment
* Strong IT skills including Excel - the ability to collate, present and interpret data
* Thrives in fast paced dynamic environment
* Works flexibly to adapt and meet changing service demands
* Ability to balance competing priorities in a busy environment whilst hitting targets/KPIs
* Excellent interpersonal skills and is confident building and maintaining professional working relationships with internal and external stakeholders
* Confidence in assisting with de-escalation, negative feedback and complaints
* Strong problem solving abilities, particularly in addressing and resolving operational challenges and bottlenecks
* Confidence to raise concerns with management
* Committed to providing the best quality service and achieving the highest standards of client care
Benefits Include
* Annual leave of 32 days a year (inclusive of bank holidays).
* Flexible annual leave scheme providing the ability to buy or sell back additional days.
* Well-being days.
* Birthday lie in.
* Pension scheme (with the option of enhancing via salary sacrifice).
* Cycle to work scheme.
* Employee Perks via Psiconnect – our reward gateway packed with discounts.
* Access to the Blue Light Card membership.
* Pastry Mondays.
* Funded social events.
* Staff well-being bursary scheme.
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