NHS Talking Therapies Administrator

Job responsibilities

Job Title: TalkPlus Administrator

Responsible to: Operations Manager

Accountable to: Head of Service Operations

Hours: 15 hours per week (Days/Shifts to be agreed before appointment, may include one late shift working until 8pm

Administration Office Hours: Mon Thurs 08:00 20:00, Friday 08:00 17:00

Role Summary:

TalkPlus, a division of North Hampshire Urgent Care (NHUC), is working with HIOW and Surrey and Sussex ICBs to provide the NHS Talking Therapy for Anxiety and Depression services within Farnborough, Aldershot, Yateley, Fleet, and Farnham. The service has been live since the start of November 2010 and delivers evidence-based Cognitive Behavioral Therapy (CBT) and a range of other NICE-approved treatments to people with common mental health problems, including depression and anxiety. TalkPlus is fully committed to equality and diversity and encourages applications from all sections of the community, including users of mental health services.

The post holder will be a member of the TalkPlus NHS Talking Therapies administrative team.

Main Duties and Responsibilities:

To 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.

To 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.

Sometimes experiencing/dealing with difficult/upsetting situations.

Administration

Complete back of house Admin daily checklist, including:

• Check Junk mail
• Highlight risk referrals to Duty and maintain red flag tracker.
• Chase request for information.
• Awaiting opt-in
• All regular SMS/Contact for patients on waiting lists (e.g., 28-day text)
• Veterans Letters
• Review team tracker
• Check no-reply inbox
• DIPS
• Process patient Opt-in forms
• 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.
• Pick up 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.
• Keep patient information updated using the IAPTus System.
• 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, this includes switching the radio on at the beginning and off at the end of the day, watering plants, removing old leaflets, and adding new ones to the notice board.
• Help maintain the Master Rooms Booking System (MRBS)
• Notify the Administration Manager and Operations Manager promptly if anything needs fixing or investigating.

General

• To 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

Knowledge, Communications, Interpersonal and Personal Skills

Essential

• 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, ...