Call Handler

Role Purpose

We are seeking a reliable and compassionate Call Handler to join our team at MMP. You will play a key role in providing a professional telephone response to patients, medical professionals, and the public, ensuring that calls are managed effectively and that appointments and emergencies are dealt with according to protocol.

 Key Responsibilities

• Answer incoming calls and accurately record all essential patient information within agreed service-level targets

• Access and verify computerised patient records while maintaining patient confidentiality

• Schedule appointments for GPs, nurses, and healthcare staff quickly and accurately

• Handle home visit requests and assist in compiling visit lists

• Prioritise emergency cases and direct urgent calls to 999 services or the appropriate clinician

• Maintain data protection compliance in line with the Data Protection Act and GDPR

• Communicate effectively with the Clinical Contact Hub officer and follow guidance

• Keep the work environment clean and organised at the end of each shift

• Promote professional and courteous interactions within a multidisciplinary team

• Adhere to internal protocols for triage, call recording, and call logging

 Additional Responsibilities

 Confidentiality & Governance

• Ensure strict confidentiality with all patient and staff data

• Follow all clinical governance and CQC standards

• Participate in ongoing training, especially in safeguarding responsibilities

 Health & Safety

• Comply with the Health and Safety at Work Act 1974

• Be prepared for emergency procedures and fully trained on workplace safety

 Equality & Diversity

• Carry out duties in alignment with MMP’s Equal Opportunities Policy

 Flexibility

• Be open to working across various MMP sites

• Adapt to potential changes in shift hours, including evening or weekend coverage based on business needs

 Requirements

• Previous call handling, customer service, or administration experience (preferably in a healthcare setting)

• Excellent verbal communication skills

• Ability to multitask in a fast-paced environment

• Confident IT and record-keeping skills

• A respectful, empathetic, and team-focused attitude

• Understanding of confidentiality and safeguarding standards

 What We Offer

• Competitive hourly pay: £10.80 – £12.21

• Structured training and ongoing support

• Friendly, professional work environment

• Part-time flexibility (18 hours/week)

• Permanent contract with room for development

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