Job Description

Purpose:

The post-holder will play a key role within the Mind in Bexley Talking Therapies service, providing a range of administrative support with a particular focus on assisting clients receiving mental health support. While the role is varied, it is predominantly administrative and centered around the effective coordination of client referrals and support processes.
Key responsibilities include handling incoming calls from clients, scheduling appointments and distributing relevant information to the team.
The post-holder will be expected to develop a good understanding of the Talking Therapies service and work collaboratively with clinical and administrative colleagues to support its objectives.
The post-holder will work closely with other administrative staff in the department, sharing responsibilities and providing cover during periods of absence. Flexibility is essential, as the role may involve occasional evening work (up to 8pm) and occasional support for out-of-hours clinics to ensure continuity of administrative support for the service.

Role Summary:

The post holder will work within Mind in Bexley's Talking Therapies service, commissioned by Bexley Clinical Commissioning Group. They will provide essential administrative support to the team, helping to ensure that clients receive timely, effective mental health support. The role involves working with adults from diverse backgrounds and requires a commitment to equality, inclusion, and respect for individual differences.

Main Duties and Responsibilities

:
The Talking Therapies service supports adults experiencing common mental health difficulties, offering clinical, employment support and social interventions. The administrative officer plays a vital role in supporting this work by managing client referrals and maintaining efficient communication and data processes.

Key tasks include:

Handling calls, emails, letters, and in-person contact from clients and external agencies in a professional and sensitive manner. Using judgement to manage queries appropriately, and referring complex or risk related issues to senior staff without delay. Processing new referrals and booking client assessments in line with service guidelines. Coordinating interpreter bookings, including British Sign Language and other languages. Monitoring and responding to four key inboxes (personal, NHS, Talking Therapies, and referral) and managing voicemails and correspondence. Informing clients promptly of any appointment changes due to staff absence. Supporting the clinical team by following up on missed appointments (DNAs), managing group engagement, and tracking safeguarding concerns. Assisting with service performance targets, including supporting efforts to meet referral-to-treatment conversion rates. Providing day-to-day administrative support to over 50 clinicians. Updating and maintaining accurate client records, including voicemail logging, message forwarding, and appointment updates. Welcoming clients who attend the office, addressing basic queries, and alerting clinicians when needed--particularly in the absence of reception staff. Assisting and appropriately responding to clients who may be distressed or at risk. The post holder will use the IAPTUS patient management system to record client information and generate required reports. Keep all records on IAPTUS up to date to ensure accurate reporting and audit readiness. Maintain electronic and paper client files securely and in line with service procedures.

Other Responsibilities:

Ensure all client data is handled in line with the Data Protection Act and Mind in Bexley's confidentiality and data security policies. Contribute ideas for service improvement and development. Follow all organisational policies and procedures and promote a positive, client centred service culture.
This is an outline of the postholder's duties and responsibilities. It is not intended as an exhaustive list and may change from time to time in order to meet the changing needs of the Talking Therapies service.

Job Types: Full-time, Permanent

Pay: 25,000.00-26,598.00 per year

Benefits:

Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Sick pay
Ability to commute/relocate:

Bexleyheath DA6 8DS: reliably commute or plan to relocate before starting work (required)
Experience:

Administration within the voluntary sector: 1 year (preferred)
Work Location: In person