KEY RESPONSIBILITIES:
The Patient Call Handler is responsible for managing incoming and outgoing calls, providing patients with accurate information, and ensuring a high standard of customer service. The role supports the smooth operation of clinical services by effectively handling enquiries, booking appointments, and directing patients appropriately.
MAIN DUTIES AND RESPONSIBILITIES:
· Answer incoming calls from patients in a professional and empathetic manner
· Respond to patient enquiries, requests and concerns providing clear and accurate information
· Deliver a high standard of patient care and customer service at all times
· Handle sensitive situations with professionalism and discretion
· Manage challenging calls calmly and effectively
· Navigate high call volumes efficiently
· Escalate urgent or complex queries to the appropriate clinical or management team
Appointment Management and Patient Communication
· Book, amend, and cancel patient appointments in line with service procedures
· Prioritise urgent cases appropriately (following protocols)
· Provide clear information about services, opening times, and procedures
· Relay messages accurately to clinicians and staff
· Record call details and outcomes clearly within the patient records accurately
· Support general administrative tasks
· Follow practice protocols to identify urgent or emergency cases
· Escalate calls to clinicians when necessary
Confidentiality and Compliance
· Maintain strict patient confidentiality in line with GDPR
· Follow all policies relating to data protection and information governance
· Adhere to safeguarding and clinical safety procedures
QUALITICATIONS AND SKILLS REQUIRED:
· Previous experience in a call handling, customer service, or healthcare environment
· Excellent communication and listening skills
· Ability to remain calm under pressure
· Ability to multi-task, manage conflicting priorities &requests, and problem-solving skills
· Professional and polite telephone manner
· Strong ICT skills with experience of data inputting, using Microsoft packages and Patient Management systems
· Excellent organisational skills to meet the demands of the role, maintaining concentration and accuracy
· Ability to provide empathy and professionalism to all callers
· Previous experience in a GP practice or healthcare setting
· Understanding of medical terminology
· Customer service or qualification (desirable)
GENERAL:
· Willingness to work to all Policies and Procedures in place, including undertaking any mandatory training when necessary.
· Ability to work to any deadlines set, using own initiative or as part of a team.
· Flexibility to work occasional out of hours, travel both within and outside of the UK (all expenses will be covered), and assist with any ad-hoc duties that may be required for the Service needs.
· Willingness to undertake an Standard DBS check.
SALARY AND BENEFITS:
- Salary: £30,000 per annum
- Contract type: 12-month fixed term contract
- Location: Manchester
- Hours: 40 hours per week over 5 days (Monday to Friday)
- Position is clinic based from 8am to 4.30pm daily
- Annual Leave: 25 days starting from 1st March plus Bank Holidays
- Overtime and TOIL available
- Private Health Cover (following completion of the 6-month probationary period)
- Employee pension scheme
- Birthday day off
- Access to EAP (Employee Assistance Programme)
- Bike2work Scheme
Pay: £30,000.00 per year
Work Location: In person
