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Psychiatry UK Logo Psychiatry UK · Customer Service

Patient Support Specialist

United Kingdom, Newcastle upon Tyne 28000.00 GBP / Year · Job Posted June 15, 2026
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Job Description

The Patient Support Specialist is the first point of contact for individuals seeking information, guidance, and support relating to ADHD and Autism services. This role is pivotal in creating a welcoming, neurodiverse-friendly experience, providing personalised advice and support with empathy, professionalism, and emotional intelligence.

Job Responsibility

  • Handle inbound and outbound support calls and live chats with empathy and professionalism
  • Resolve patients concerns quickly and effectively and negotiate solutions to ensure practical and appropriate advice and support is given
  • Provide informed guidance around assessments, services and resources
  • Accurately record conversations and escalate safeguarding or complex complaints when needed
  • Signpost to the complaints process if appropriate to do so
  • Feedback to the pathway and clinical leads to help promote improved outcomes for patients and carers
  • Contribute to improving processes based on neurodiversity best practices
  • Plan and prioritise own workload to ensure that tasks are met, consideration given to issues arising and responding to shifting priorities appropriately
  • Build and maintain good relationships with clinical and non-clinical staff across the organisation to help resolve patients concerns quickly and efficiently, ensure they receive practical advice and support in a sensitive, appropriate and effective way
  • Take a proactive approach to quality improvement so that emerging issues are addressed and managed and there is a customer focussed inclusive approach
  • Actively participate in regular supervision with line manager and the PUK PDR process for maintaining and developing personal skills and meeting agreed objectives
  • Attend online training as relevant to the post including mandatory training courses i.e. Information Governance, safeguarding, Health and Safety courses etc

Requirements

  • Experience working in Mental Health, Education, Care, Healthcare, or a customer support environment
  • High standard of written and spoken English
  • Good IT and computer literacy skills
  • Excellent and accurate data entry skills
  • Strong analytical skills, with the ability to identify key facts from large amounts of information
  • Experience researching, interpreting, and providing information and advice to patients or members of the public
  • Ability to manage and prioritise workload effectively while maintaining attention to detail
  • Ability to work under pressure in a fast-paced environment

Nice to have

  • NVQ level 2/3 in Health and Social Care or similar qualification
  • Knowledge of SEND pathways or EHCP processes
  • Previous work with neurodivergent clients
  • Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult/contentious situations
  • A good understanding of ADHD, Autism or wider Neurodiversity experiences
  • Ability to prepare and present complex information
  • Experience of managing day to day routines associated with activities that have statutory or other deadlines

What we offer

  • Health Cash Plan
  • Well Hub Subscription
  • Employee Assistance Programme
  • Annual Volunteering Day
  • Enhanced Sickness and Family Leave pay
  • Length of Service Bonus
  • Work from Home allowance
  • Pension options
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