About this role
Job summary
Applicants who have previously applied for this position need not reapply
We are seeking a compassionate, organised and professional Call Handler / Administrator to join our busy General Practice team. The successful candidate will be the first point of contact for patients, providing a courteous and efficient telephone and administrative service whilst supporting the smooth day-to-day operation of the practice.
The role involves handling a high volume of incoming calls, assisting patients with appointments and enquiries, accurately recording information, and undertaking a variety of administrative duties. The post holder will work closely with clinical and non-clinical staff to ensure patients receive timely access to the appropriate care and services.
Main duties of the job
Answer incoming telephone calls in a professional, empathetic and efficient manner.Navigate patients to the most appropriate clinician, service or appointment based on practice protocols.Book, amend and cancel patient appointments.Process prescription requests and patient queries in accordance with practice procedures.Update and maintain accurate patient records using the clinical computer system.Receive and respond to patient requests, ensuring confidentiality is maintained at all times.Process incoming and outgoing correspondence.Support the administration team with general office duties, scanning, filing and data entry.Liaise with GPs, nurses, healthcare professionals and external organisations as required.Adhere to NHS, practice and data protection policies at all times
About us
Wideopen Medical Centre is a well-established NHS General Practice serving patients across Wideopen, Dudley and the surrounding areas of North Tyneside and Northumberland. The practice operates from its main site in Wideopen and a branch surgery in Dudley, providing comprehensive primary healthcare services to a diverse patient population.
Our dedicated multi-disciplinary team is committed to delivering high-quality, patient-centred care in a welcoming and supportive environment. We offer a wide range of NHS services, including chronic disease management, preventative healthcare, vaccinations, health promotion, minor surgery, family planning and routine medical care.
At Wideopen Medical Centre, we strive to ensure patients have timely access to the right care from the right professional. Our team works collaboratively to support the health and wellbeing of our local community while maintaining the highest standards of clinical care, confidentiality and customer service.
The practice has been rated Good by the Care Quality Commission (CQC), reflecting our continued commitment to providing safe, effective, caring, responsive and well-led services.
This is an exciting opportunity to join a friendly, forward-thinking practice where every member of staff plays an important role in supporting excellent patient care.
Job description Job responsibilities
Job SummaryWideopen Medical Centre is seeking an enthusiastic, reliable and patient-focused Call Handler / Administrator to join our busy and friendly practice team.
The successful candidate will be the first point of contact for patients contacting the practice and will play a key role in delivering an efficient, professional and compassionate service. The role involves handling incoming calls, supporting patient access, booking appointments, responding to enquiries and undertaking a range of administrative duties to support the smooth running of the practice.
This is an excellent opportunity for an individual with strong communication, customer service and organisational skills who enjoys working in a fast-paced environment and making a positive difference to patient care.
Main Duties of the Job
Answer incoming telephone calls promptly and professionally.Manage a high volume of calls whilst maintaining excellent customer service standards.Signpost patients to the most appropriate clinician or service in accordance with practice protocols.Book, amend and cancel appointments using the practice clinical system.Process repeat prescription requests as directed.Handle patient enquiries both by telephone and electronically.Accurately record and update patient information on the clinical system.Process incoming and outgoing correspondence.Scan, file and maintain electronic patient records.Support the administration team with routine administrative tasks.Liaise effectively with GPs, nurses, healthcare professionals and external organisations.Ensure all patient information is handled confidentially and in accordance with GDPR and practice policies.Contribute to the delivery of high-quality patient services and continuous improvement within the practice.
Person Specification
Experience Essential
Excellent telephone manner and communication skills. Strong customer service skills. Good literacy, numeracy and keyboard skills. Ability to work accurately and pay attention to detail. Experience of working in a busy administrative or customer service environment. Competent in the use of Microsoft Office applications. Ability to prioritise workload and work effectively under pressure. Ability to maintain confidentiality and professionalism at all times. Good team-working skills.
Desirable
Previous experience within a GP practice or NHS setting. Knowledge of NHS services and patient pathways. Experience using clinical systems such as EMIS Web. Understanding of data protection and information governance requirements.
About You Desirable
The ideal candidate will be approachable, empathetic and resilient, with the ability to remain calm when dealing with a wide range of patient enquiries. You will be committed to providing a high standard of service and be able to work effectively as part of a multidisciplinary team.
Employer details Employer name Wideopen Medical Centre
Address Great North Road
Wideopen
Wideopen
Tyne and Wear
NE13 6LN
United Kingdom
Employer's website https://wideopenmedicalcentre.nhs.uk/ (Opens in a new tab)