Patient Experience Call Handler & Receptionist (Full Time)
Employer: Patford House Partnership (3 GP Surgeries in Calne and Sutton Benger, Wiltshire)
Location: Calne and Sutton Benger, Wiltshire (across our practices, as required)
Hours: Full time (Worked on a rota between practice opening hours Monday - Saturday)
Contract: Permanent (subject to satisfactory pre-employment checks)
Salary: £12.71 ph
About the role
Patford House Partnership is seeking a friendly, organised and resilient Patient Experience Call Handler & Receptionist to join our busy front-of-house and call handling team. This is a key patient-facing role, supporting access to services by managing telephone and digital enquiries, welcoming patients, and ensuring a smooth, safe and respectful experience across our practices.
You will be the first point of contact for patients—so you’ll need excellent communication skills, a calm manner under pressure, and a commitment to confidentiality and patient care.
Main duties and responsibilities
Your duties will include (but are not limited to):
- Answering incoming calls promptly, professionally and empathetically
- Navigating high call volumes and supporting patients to access the right service first time
- Responding to e-mails and online communications
- Booking, amending and cancelling appointments in line with practice policies
- Dealing with incoming and outgoing post and deliveries and managing sample collections
- Signposting patients to appropriate services and self-care resources
- Managing requests for test results, medical reports and general enquiries (in line with protocols)
- Handling difficult or sensitive conversations with compassion and discretion
- Welcoming patients at reception, checking them in, and managing waiting room flow
- Supporting clinical and administrative teams with associated tasks, as required
- Maintaining high standards of confidentiality, information governance and data quality
- Working across the Partnership sites on a rota basis (as required)
What we’re looking for
Essential criteria
- Excellent verbal and written communication skills
- Strong customer service focus with a professional, courteous manner
- Ability to remain calm and effective in a fast-paced environment
- Confident IT skills and ability to learn clinical systems quickly
- Accurate attention to detail and a well-organised approach
- Ability to work well as part of a team and use initiative appropriately
- Commitment to confidentiality and patient dignity at all times
- Willingness to work flexibly on a rota (including early/late shifts within opening hours)
Desirable criteria
- Experience in a GP practice, NHS setting or other healthcare environment
- Experience of high-volume call handling, reception work, or patient/customer service
- Knowledge of patient access pathways and signposting
- Familiarity with clinical systems (e.g.Systm One/TPP) and/or NHS processes
What we offer
- A supportive team environment and structured induction
- Training and development opportunities within primary care
- NHS Pension Scheme (where eligible)
- A fully supported Employee Assistance Program to include access to free counselling, wellness support and high street discounts
- The opportunity to make a real difference to patients’ experience every day
Pre-employment checks (important information)
This post is subject to satisfactory references and pre-employment checks. The role will require a Disclosure and Barring Service (DBS) check appropriate to the position and right to work in the UK evidence. Employment will be confirmed following successful completion of all checks and a six month probationary period.
Equality, diversity and inclusion
Patford House Partnership is committed to equality of opportunity. We welcome applications from all sections of the community and are committed to creating an inclusive workplace. We are happy to discuss reasonable adjustments for candidates who may need them.
How to apply
Please submit:
- A CV, and
- A supporting statement explaining how you meet the essential criteria (including relevant experience and examples).
Send your application to: [email protected]. Informal discussions available upon request.
Job Type: Full-time
Pay: £12.71 per hour
Work Location: In person
