Contracts Administrator

Role Overview

We are looking to hire a full-time contracts administrator for our supported services, to join our rapidly expanding clinical team. This is a dynamic, purpose-driven role at the heart of our Clinical Operations team. You will be making a real difference daily, helping connect people with the mental health support they need, while ensuring our service runs smoothly, safely, and efficiently.

You will play a critical role in the running of the Clinical Operations service. This will involve a variety of tasks that aids the Clinical Operations team and the service via case management, risk management and administrative tasks.

You are the main source of contact between the referrer and the service: processing referrals, reporting procedures, concerns and outcomes to the referrer. You will collect and manage reports and be involved in risk assessment in conjunction with clinical supervisors. You will be responsible for supporting Behavioural Health Coaches / Supporters in completing their work with reporting, training, and management.

SilverCloud will support you to: 

Customer Support:

• Respond and follow up on emails and phone calls from referrers
• Respond and follow up on emails and phone calls from patients / service users

Case Management

• Process incoming referrals accurately and efficiently through our case management system
• Coordinate and manage caseload allocations to Behavioural Health Coaches/Supporters
• Monitor client journeys from intake through to discharge
• Maintain accurate, up-to-date records and proactively flag any delays or issues

Reporting

• Perform regular data entry and quality checks using case management systems and MS Excel
• Compiling reports on service performance
• Contribute to continuous improvement by identifying trends in service data

Risk Management

• Ensure that risks are monitored and allocated to the Clinical team in a timely way
• Communicate with referrers regarding risk management
• Schedule risk assessment calls and complete case management actions on instruction

As a Contracts Administrator you will have: 

• A bachelor’s degree, preferably in a mental health-related field
• Experience with case management systems (desirable)
• Previous administrative support experience or completed professional administrative support training
• Excellent attention to detail
• Excellent communication, writing and typing skills; able to use written communication in a clear and personal way
• Excellent customer service
• Excellent time management skills and ability to multitask and meet deadlines
• Comfortable using multiple technological tools in your day-to-day; you can adapt and grow with technological developments quickly
• Excellent interpersonal skills: you can collaborate with cross-functional teams and stakeholders at all levels of the organisation

We take pride in offering our employees a rich purpose-driven experience and dynamic people-first ecosystem that truly values the wellbeing of all employees and their families through healthy work/life balance, perks such as flexible working for all, health insurance, generous vacation, and wellness days to help support their overall health.

Do Well. Live Well. At Amwell.

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day.

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members.

We champion a culture of respect and inclusion, accountability and integrity, innovati