Hybrid Care Administrator – Digital Mental Health

Mindler; Cambourne; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Hybrid work arrangement

Office in Cambridge

Job summary

Mindler is seeking a Care Administrator to be the first point of contact for patients and therapists across NHS Talking Therapies, Adults Mental Health Service, and The Sandbox in the UK. This 6-month FTC role reports to the Customer Operations Manager UK and requires excellent admin skills, empathy, and the ability to handle referrals with speed and accuracy.

The position is hybrid, with the Cambridge office as the base, and involves multi-channel communications (phone, email, text, live chat)

Qualifications

• Minimum of 5 GCSEs (A-C) or equivalent.
• Excellent written and verbal communication skills with fluency in English.
• Strong customer service skills with a confident telephone manner.
• Solid IT skills (Google drive, docs, sheets, Zendesk)
• High level of attention to detail
• Ability to stay calm under pressure and juggle multiple priorities.
• Familiarity with following Standard Operating Procedures (SOPs) and adhering to legal requirements.
• Previous customer service or patient-facing roles.
• Familiarity with NHS systems (iaptus, NHS mail, PCMIS) or large databases would be beneficial.
• A strong passion for customer service and supporting patients.

Responsibilities

• Processing referrals from the NHS, private companies and patients via bespoke systems
• Answering calls and handling queries from patients, therapists, and the public with empathy and professionalism.
• Managing patient communications through Zendesk and text messages, escalating any issues to the relevant teams, e.g. clinical, commercial and product.
• Liaising with NHS and private services and building strong working relationships across teams.
• Supporting projects, managing waiting lists, and ensuring service level agreements (SLA’s) and key performance indicators (KPI’s) are met.
• Adhering to strict information governance guidelines to maintain confidentiality and trust.
• Supporting patients across all three services with ages from 5 years old using multiple communications methods (phone calls, emails, text messages and live chat)

Skills

Communication

Customer service

IT literacy

Attention to detail

Calm under pressure

SOP compliance

NHS systems familiarity

Education

5 GCSEs (A-C) or equivalent

Tools

NHS systems

Job description

Mindler is seeking a Care Administrator to be the first point of contact for patients and therapists across NHS Talking Therapies, Adults Mental Health Service, and The Sandbox in the UK. This 6-month FTC role reports to the Customer Operations Manager UK and requires excellent admin skills, empathy, and the ability to handle referrals with speed and accuracy.

The position is hybrid, with the Cambridge office as the base, and involves multi-channel communications (phone, email, text, live chat)