Administrator / Call Handler

Job overview

The Administrator / Call Handler is a key member of the Talking Therapies administrative team and provides a professional, compassionate and efficient first point of contact for patients, healthcare professionals and partner organisations. Working as part of a busy, friendly and supportive administrative team, the post holder plays an important part in maintaining efficient day-to-day operations, including handling a large volume of incoming calls, professional referrals, updating clinical systems (IAPTUS), and supporting appointment booking for the clinical workforce. These tasks are central to delivering smooth and responsive patient pathways and contribute directly to the delivery of a safe, high-quality psychological therapy service.

The post holder will work closely with fellow administrative colleagues, senior administrators, and the administrative leads, as well as Assistant Psychologists, Psychological Wellbeing Practitioners, High Intensity Practitioners, and the Management team. They will also liaise with external partners including GPs, interpreters, and other healthcare professionals to ensure accurate information sharing and well-coordinated patient care. This collaborative working approach supports both the clinical team and service users by ensuring essential communication flows smoothly and that administrative processes are completed within agreed standards.

Main duties of the job

• Act as the first point of contact for the Talking Therapies service, answering telephone calls promptly, professionally and compassionately.
• Actioning a high volume of calls out of the service to patients as part of the referral process and arranging initial appointments.
• Respond to enquiries from patients, carers, healthcare professionals and partner organisations, providing accurate information or directing enquiries appropriately.
• Book, amend and cancel appointments in line with service procedures.

Detailed job description and main responsibilities

• Process referrals when help with this is required and ensure they are accurately recorded within electronic patient record systems.
• Maintain accurate, timely and confidential patient records in accordance with Trust policies, GDPR and information governance requirements.
• Monitor and respond to shared inboxes and other communication systems within agreed timescales.
• Produce and print correspondence including letters, emails and other routine documentation.
• Escalate urgent concerns, safeguarding issues or risk-related information immediately to the appropriate clinical staff.
• Prioritise competing administrative tasks while maintaining a high standard of accuracy and customer service.

Please see supporting documents for detailed job description and person specification.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.