Job summary Are you a confident and experienced patient administrator with leadership skills, ready to lead our administration team? This is an exciting opportunity to progress and develop your career in leadership and administration within a primary care mental health service. You will be responsible for overseeing the day-to-day workload of the patient administration team, actively managing processes and functions, and supporting the wider team to ensure a smooth and efficient service for our clients. The successful candidate will ensure that administrative duties are prioritised and completed in a timely manner, offering coaching and support where necessary to maintain a high standard of service for both our clients and therapists. As a member of our senior management team, you will work closely with, and be well supported by, other managers within the service. For more information about our Talking Therapies service, please visit: www.dhctalkingtherapies.co.uk. DHC is a kind and supportive organisation with a strong commitment to Continuing Professional Development and plenty of opportunities for growth. This rewarding role offers the chance to work closely with our clients, supporting them throughout their journey within the service. You will develop the knowledge, skills, and experience required to advance a career in management and administration. As a growing service, there are ample opportunities for further development across the federation. Main duties of the job We are seeking an enthusiastic Patient Administrator with experience in people management who can lead and inspire our patient administration team. The successful candidate will have a solid background in administrative work, proven management experience, and demonstrable organisational and communication skills. A genuine desire to support staff and deliver an exceptional service to our clients is essential. You will work closely with the Talking Therapies Management Team to support the development of colleagues and ensure both local and national targets are achieved. Our ideal candidate will be: An experienced, patient-facing administrator with strong IT skills A confident and effective leader, with a track record of supporting others to grow and develop An excellent communicator, with well-developed empathy and interpersonal skills A skilled problem-solver, capable of identifying challenges and implementing effective solutions Highly organised, with the ability to manage both a team and a fast-paced work environment Calm and composed under pressure About us DHC Talking Therapies is a patient-focused and proactive, community-based NHS provider with strong links to local GPs and colleagues across DHCs physical health services. We are proud of our excellent reputation for delivering a high-quality, well-managed service, with strong recovery rates, robust clinical supervision, and a commitment to Continuing Professional Development (CPD). We are dedicated to delivering high-quality, community-oriented care and work in close partnership with service users, carers, health and social care professionals, and voluntary sector organisations. You will be joining a supportive and experienced team, representing a range of therapeutic modalities, where staff wellbeing and professional development are genuinely valued. Benefits include: Competitive salaries 27 to 33 days annual leave, plus bank holidays (dependent on NHS-related experience) Option to buy or sell annual leave Opportunities for training and career development Membership of the NHS Pension Scheme Date posted 17 April 2025 Pay scheme Other Salary Depending on experience £27,000 per annum - 29,000 per annum Contract Permanent Working pattern Full-time Reference number U0103-25-0029 Job locations Dorking General Hospital Horsham Road Dorking Surrey RH4 2AA Health Building 1 Bentsbrook Close North Holmwood Dorking Surrey RH5 4HY Job description Job responsibilities The Administrator Team Lead will be responsible for supervising the day-to-day workload of the patient administration team, ensuring that administrative duties are prioritised and completed in a timely manner. They will provide training and coaching where needed, helping to maintain a high standard of service for both patients and therapists. In addition to undertaking core administrative responsibilities, the post-holder will actively seek opportunities to improve efficiency, support the implementation of new software and systems, and contribute to the development of their team within our expanding service. In summary, the primary purpose of the Administrator Team Lead is to manage the administrative processes within the Talking Therapies service, supporting therapists, line managers, and the service manager to ensure that all relevant documentation is in place. This helps to deliver a smooth and efficient experience for patients throughout their treatment journey with DHC. The Administrator Team Lead will work closely with the Management Team to ensure the services administrative needs are fully met, while providing effective operational management for their team. Key Responsibilities Supervise and coordinate the day-to-day and weekly workload of the Talking Therapies administration team, ensuring that tasks are prioritised and completed within agreed timescales to support patients and therapists effectively. Provide non-clinical support and guidance to the therapy team, including assistance with telephone systems and clinical record software. Lead the development of administrative processes to improve efficiency and service quality, ensuring scalability in line with service growth. Offer strong, supportive leadership to the administration team, including daily support and ongoing team development. Oversee the smooth running of the administration team, resolving issues as they arisefor example, liaising with the systems administrator or telephone provider. Ensure high data quality standards by reviewing and managing monthly Data Quality Reports. Investigate and manage incidents and concerns within assigned departments, utilising internal reporting procedures. Take responsibility for the working location, including capacity planning, health and safety compliance, and managing supplies and stock. Attend regular senior team meetings to report on current challenges related to KPIs, offering recommendations and practical solutions. Support the implementation of new systems, software, and service changes to enhance communication, efficiency, and accessibility. Act as deputy to the Talking Therapies Locality Manager as required. Service-Specific Responsibilities Efficiently manage waitlist workflows, ensuring patients are prioritised appropriately, appointment slots are filled, and waiting times are kept to a minimum. Maintain oversight of therapist diaries and ensure all referral details are accurate and up to date. Provide daily, on-site structure and support for the administration team. Prioritise, delegate, and coordinate the team's daily workload, including managing shift patterns, absences, and annual leave. Maintain oversight of service referrals, ensuring clinical appropriateness and accurate data quality. Use the in-house electronic patient record system to track patient pathways and ensure all administrative activity is documented accurately. Deliver a high-quality administrative service using MS Office applications, including word processing, spreadsheets, and document management. Ensure all telephone enquiries from patients are handled sensitively, professionally, and promptly, with escalation to the Duty Manager as needed. Proactively identify potential delays in patient care, escalating urgent issues to the line manager and Service Manager. Deliver training and induction for new staff, including site orientation and system training (e.g. IAPTUS). Offer daily support and guidance to all staff on non-clinical administrative procedures. Provide regular updates to the wider leadership team on waitlist times, performance against targets, and operational challenges. Use internal incident reporting systems to log, investigate, and share learnings from incidents and concerns at team meetings. Ensure all health and safety compliance checks are carried out for the patient administration working environment. Information Management Keep up to date with developments in office technology and undertake training as needed, e.g. for word processing, spreadsheets, databases, email, and presentation tools. Maintain comprehensive and efficient office systems, including bring-forward reminders and effective document access. Manage and maintain electronic records, including clinical reporting spreadsheets containing patient data, with appropriate analysis. Embrace and utilise technology to enhance the administrative aspect of patient care, including use of electronic patient records. Work Setting and Performance Review Manage own workload efficiently and independently on a day-to-day basis. Maintain strict confidentiality at all times. Make informed decisions to ensure the smooth running of the department, referring complex issues to management or the appropriate clinician when necessary. Operate with a high degree of autonomy, drawing on experience and knowledge of the service. Work to agreed objectives set by the Line Manager and the Service Manager. Job description Job responsibilities The Administrator Team Lead will be responsible for supervising the day-to-day workload of the patient administration team, ensuring that administrative duties are prioritised and completed in a timely manner. They will provide training and coaching where needed, helping to maintain a high standard of service for both patients and therapists. In addition to undertaking core administrative responsibilities, the post-holder will actively seek opportunities to improve efficiency, support the implementation of new software and systems, and contribute to the development of their team within our expanding service. In summary, the primary purpose of the Administrator Team Lead is to manage the administrative processes within the Talking Therapies service, supporting therapists, line managers, and the service manager to ensure that all relevant documentation is in place. This helps to deliver a smooth and efficient experience for patients throughout their treatment journey with DHC. The Administrator Team Lead will work closely with the Management Team to ensure the services administrative needs are fully met, while providing effective operational management for their team. Key Responsibilities Supervise and coordinate the day-to-day and weekly workload of the Talking Therapies administration team, ensuring that tasks are prioritised and completed within agreed timescales to support patients and therapists effectively. Provide non-clinical support and guidance to the therapy team, including assistance with telephone systems and clinical record software. Lead the development of administrative processes to improve efficiency and service quality, ensuring scalability in line with service growth. Offer strong, supportive leadership to the administration team, including daily support and ongoing team development. Oversee the smooth running of the administration team, resolving issues as they arisefor example, liaising with the systems administrator or telephone provider. Ensure high data quality standards by reviewing and managing monthly Data Quality Reports. Investigate and manage incidents and concerns within assigned departments, utilising internal reporting procedures. Take responsibility for the working location, including capacity planning, health and safety compliance, and managing supplies and stock. Attend regular senior team meetings to report on current challenges related to KPIs, offering recommendations and practical solutions. Support the implementation of new systems, software, and service changes to enhance communication, efficiency, and accessibility. Act as deputy to the Talking Therapies Locality Manager as required. Service-Specific Responsibilities Efficiently manage waitlist workflows, ensuring patients are prioritised appropriately, appointment slots are filled, and waiting times are kept to a minimum. Maintain oversight of therapist diaries and ensure all referral details are accurate and up to date. Provide daily, on-site structure and support for the administration team. Prioritise, delegate, and coordinate the team's daily workload, including managing shift patterns, absences, and annual leave. Maintain oversight of service referrals, ensuring clinical appropriateness and accurate data quality. Use the in-house electronic patient record system to track patient pathways and ensure all administrative activity is documented accurately. Deliver a high-quality administrative service using MS Office applications, including word processing, spreadsheets, and document management. Ensure all telephone enquiries from patients are handled sensitively, professionally, and promptly, with escalation to the Duty Manager as needed. Proactively identify potential delays in patient care, escalating urgent issues to the line manager and Service Manager. Deliver training and induction for new staff, including site orientation and system training (e.g. IAPTUS). Offer daily support and guidance to all staff on non-clinical administrative procedures. Provide regular updates to the wider leadership team on waitlist times, performance against targets, and operational challenges. Use internal incident reporting systems to log, investigate, and share learnings from incidents and concerns at team meetings. Ensure all health and safety compliance checks are carried out for the patient administration working environment. Information Management Keep up to date with developments in office technology and undertake training as needed, e.g. for word processing, spreadsheets, databases, email, and presentation tools. Maintain comprehensive and efficient office systems, including bring-forward reminders and effective document access. Manage and maintain electronic records, including clinical reporting spreadsheets containing patient data, with appropriate analysis. Embrace and utilise technology to enhance the administrative aspect of patient care, including use of electronic patient records. Work Setting and Performance Review Manage own workload efficiently and independently on a day-to-day basis. Maintain strict confidentiality at all times. Make informed decisions to ensure the smooth running of the department, referring complex issues to management or the appropriate clinician when necessary. Operate with a high degree of autonomy, drawing on experience and knowledge of the service. Work to agreed objectives set by the Line Manager and the Service Manager. Person Specification Qualifications Essential A good standard of general education Proficient in the use of a range of software programmes Knowledge Essential Accurate keyboard skills Confident in using computers and adapting to new systems Numerate with a good standard of written and spoken English Ability to engage with a diverse range of individuals at all levels Working knowledge of Microsoft Office Understanding of the importance of confidentiality Commitment to Continuing Professional Development, both personally and for others Desirable Awareness of leadership and management theories Understanding of mental health issues Other Requirements Essential Positive, can-do attitude Effective team player Reliable and trustworthy Willing and able to travel to DHC locations as required Skills and Aptitudes Essential Excellent verbal and written communication skills, including the ability to support individuals in distress Strong leadership and team management capabilities Confident and professional telephone manner Methodical and organised approach to work Ability to work effectively under pressure and to meet tight deadlines, while supporting the team to do the same Capable of working independently Good time management Patient-focused approach Ability to prioritise workload to meet local and national targets Competent in managing patient pathways efficiently Strong problem-solving and critical thinking skills to manage day-to-day team operations and address issues promptly Desirable Understanding of the IAPT (Improving Access to Psychological Therapies) service Experience Essential Strong administrative and organisational skills Previous secretarial experience Experience in people management, e.g. leading or supervising a small team Experience supporting individuals who may be experiencing emotional distress Desirable Previous experience in a hospital or NHS administrative role Person Specification Qualifications Essential A good standard of general education Proficient in the use of a range of software programmes Knowledge Essential Accurate keyboard skills Confident in using computers and adapting to new systems Numerate with a good standard of written and spoken English Ability to engage with a diverse range of individuals at all levels Working knowledge of Microsoft Office Understanding of the importance of confidentiality Commitment to Continuing Professional Development, both personally and for others Desirable Awareness of leadership and management theories Understanding of mental health issues Other Requirements Essential Positive, can-do attitude Effective team player Reliable and trustworthy Willing and able to travel to DHC locations as required Skills and Aptitudes Essential Excellent verbal and written communication skills, including the ability to support individuals in distress Strong leadership and team management capabilities Confident and professional telephone manner Methodical and organised approach to work Ability to work effectively under pressure and to meet tight deadlines, while supporting the team to do the same Capable of working independently Good time management Patient-focused approach Ability to prioritise workload to meet local and national targets Competent in managing patient pathways efficiently Strong problem-solving and critical thinking skills to manage day-to-day team operations and address issues promptly Desirable Understanding of the IAPT (Improving Access to Psychological Therapies) service Experience Essential Strong administrative and organisational skills Previous secretarial experience Experience in people management, e.g. leading or supervising a small team Experience supporting individuals who may be experiencing emotional distress Desirable Previous experience in a hospital or NHS administrative role 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. Employer details Employer name Dorking Healthcare Ltd. Address Dorking General Hospital Horsham Road Dorking Surrey RH4 2AA Employer's website https://dhcclinical.co.uk/ (Opens in a new tab)