Medical Practice Call Handler and Reception cover

We are looking to recruit an enthusiastic and highly motivated person to join our friendly practice as a General Practice Call Taker/handler with occasional cover in Reception.

If you have experience of working under pressure, and enjoy working in a busy, caring and fun environment. If you have a flexible and adaptable approach with a caring customer service focus you may be the ideal person we are looking for to join our valued team.

Medical call handler Duties:

• Answer incoming calls promptly and professionally, ensuring a courteous and helpful manner at all times.
• Book, amend, and cancel patient appointments using the practice's clinical system.
• Handle patient queries regarding prescriptions, test results, and general practice information, following confidentiality guidelines and allocating to correct department
• Signpost patients to appropriate services or healthcare professionals based on their needs.
• Accurately record patient information and update medical records in line with practice protocols.
• Manage urgent calls and emergencies by following triage and escalation procedures.
• Process administrative tasks, such as scanning documents, responding to emails, and filing.
• Work collaboratively with the clinical and administrative team to ensure smooth operation of the practice.
• Maintain patient confidentiality and comply with GDPR and NHS policies.
• Contribute to a positive patient experience by demonstrating empathy, patience, and professionalism.

Occasional Receptionist Duties:

• Greet and welcome patients in a professional and friendly manner
• Answer and direct phone calls
• Arrange appointments
• Perform general clerical duties, such as filing and photocopying, completing clerical and administrative work, including registrations
• Provide excellent customer support to patients and visitors

Essential skills:

• Excellent communication skills (clear, polite, and professional telephone manner).
• Strong organisational skills and ability to prioritise tasks effectively.
• Attention to detail when recording patient information.
• Ability to remain calm under pressure and handle high call volumes.
• Basic IT skills (familiarity with Microsoft Office and clinical systems).
• Team player with a positive attitude and willingness to support colleagues.
• Confidentiality awareness and understanding of GDPR/NHS data protection.
• Problem-solving skills for managing patient queries and signposting appropriately.

Desirable Skills

• Experience in a healthcare or GP practice setting.
• Knowledge of medical terminology.
• Familiarity with NHS systems (e.g., EMIS, SystmOne).
• Customer service experience in a busy environment.
• Ability to handle difficult conversations with empathy and professionalism.
• Understanding of appointment triage processes.

As this role involves medical administration, it would be preferable to have experience in the NHS and/or using SystmOne. Previous experience of working in a GP surgery would be an advantageous but not essential if you have the right attitude and willingness to learn.

This is a permanent part time position which includes cover for annual leave and sickness on a flexible basis. Due to a variety of shifts available, specific shifts can be discussed at interview however candidates must be available to commit to working a Friday shift as this is essential. Other shifts may vary Monday to Thursday.

What we have to offer

• Supportive, happy and professional workplace culture.
• Opportunities for training, development, and career progression.
• Chance to make a real difference in patient care through high-quality data & insights.
• On-site free parking and lovely workplace environment
• NHS pension
• Most weekends free
• NHS Employee discount card
• Yearly Staff Events
• Additional loyalty days dependent on length of service

How to apply

If you are motivated, detail-focused, and ready to join a lovely team, we would love to hear from you.

Apply online through Indeed or by sending in your CV and a brief covering note to;

Closing date: 31st December 2025 – Please note if we receive a high volume of applications we may close this vacancy prior to the advertised date. Early application is therefore encouraged.

We are an equal opportunities employer that values diversity and promotes professional growth. Applicants must have the right to work in the UK. We are unable to offer visa sponsorship for this role. Proof of your Right to Work in the UK will be required at interview stage.

Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of children and adults, and is committed to ensuring our safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and requirements.

Job Types: Part-time, Permanent

Expected hours: 8 – 24 per week

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking

Application question(s):

• Are you available to work a full shift on Fridays?

Experience:

• Customer Service: 1 year (required)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person