NHS Talking Therapies Administrator in Farnborough

Are you an organised, compassionate administrator who wants to play a meaningful role in improving people's mental health? An exciting opportunity has arisen to join the TalkPlus NHS Talking Therapies service as an Administrator. You will play a key role in supporting patients experiencing anxiety and depression by ensuring referrals, appointments and enquiries are managed efficiently and sensitively.

Main duties of the job:

• Maintain a range of administrative systems for the TalkPlus NHS Talking Therapies service.
• Responsible for preparing and collating patient referrals, inputting patient referrals onto the patient management system promptly, ready for screening.
• Process information received via TalkPlus inbox, including receiving and chasing patient information, referrals, opt-ins, and ad-hoc patient information.
• Assist with telephone enquiries by answering the calls promptly and directing calls and taking messages.
• Contribute to ensuring the requirements for internal and external monitoring and evaluation are met.
• Produce the correct letters and documents on the patient management system and send them promptly.
• Provide administrative support to the TalkPlus team members as required.
• Monitor the discharge procedure by discharging people who have not engaged.

About us:

NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus. SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham & Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey & Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home. TalkPlus provides NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place.

Job responsibilities:

• Complete back of house Admin daily checklist, including highlighting risk referrals to Duty and maintain red flag tracker.
• All regular SMS/Contact for patients on waiting lists (e.g., 28-day text).
• Veterans Letters Review team tracker.
• Check no-reply inbox DIPS Chase/Check read receipts.
• Monitor TalkPlus inbox for back-of-house support.
• Monitor TalkPlus Admin Teams chat for support required.
• Keep patient information updated using the IAPTus System.
• Maintain diaries of therapists, such as cancelled/rescheduled appointments.
• Support the Admin manager with ad-hoc back-of-house functions or audits.
• Pickup voicemails promptly and take action by passing messages on or processing them.
• Facilitate courses by helping course leaders with admin, also prepare information for courses such as handouts and paperwork.
• Maintain filing systems in accordance with systems and procedures.
• Book/fill all available appointments.
• Keep up to date with relevant policies and procedures and undertake appropriate training.

In Office Duties and reception cover:

• To operate and manage the reception/meet and greet, letting people into the department and showing them to the correct areas.
• Maintain a library of reference material relating to NHS Talking Therapies.
• Check and maintain stationery supplies, including leaflets & documents.
• Check and maintain refreshment supplies.
• Use photocopier and other office machines as appropriate, Inc. shredding/scanning.
• Facilitate courses by helping course leaders greet patients and prepare course handouts.
• Complete reception late cover specific duties on the Admin Daily Checklist.
• Ensure cover is arranged for reception.
• Ensure reception and waiting area are always kept clean and tidy.
• Help maintain the Master Rooms Booking System (MRBS).
• Notify the Administration Manager and Operations Manager promptly if anything needs fixing or investigating.

General:

• Contribute to the ongoing development of the service and to best practice.
• Work within NHUC and TalkPlus policies and procedures.
• All employees have a duty and responsibility for their own health and safety and the health of safety of colleagues, patients and the general public.
• All employees have a responsibility and a legal obligation to ensure that information processed for both patients and staff is kept accurate, confidential, secure and in line with the Data Protection Act (1998) and Security and Confidentiality Policies.
• Undertake not to abuse their official position for personal gain, to seek advantage of further private business or other interests in the course of their official duties.

This list is non-exhaustive and other duties may be required to be undertaken to meet the needs of NHUC.

Person Specification:

• Proficient in using standard office software (e.g., Microsoft Office, email, databases) and role-specific systems or platforms.
• Flexible in approach to the needs of the service and responsive to change.
• Understands and supports principles of equality, diversity, and inclusion in the workplace.
• Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines.
• Ability to work under pressure and manage own personal stress.
• Works effectively as part of a team, supports colleagues, and contributes to shared goals.
• Excellent verbal and written communication skills.
• Ability to work collaboratively, manage time effectively, and maintain professionalism.
• Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality.
• Shows initiative, reliability, and adaptability.
• Flexibility to cover office hours as required.
• Some knowledge of mental health issues.

Experience:

• Previous administrative experience.
• Experience of working in a busy office environment.
• Experience of working with a range of colleagues.
• Experience of working within the NHS.

Qualifications:

• Good standard of education (GCSE or equivalent in Maths and English at Grade C/4 and above).

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.