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
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Answer incoming calls and accurately record all essential patient information within agreed service-level targets
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Access and verify computerised patient records while maintaining patient confidentiality
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Schedule appointments for GPs, nurses, and healthcare staff quickly and accurately
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Handle home visit requests and assist in compiling visit lists
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Prioritise emergency cases and direct urgent calls to 999 services or the appropriate clinician
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Maintain data protection compliance in line with the Data Protection Act and GDPR
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Communicate effectively with the Clinical Contact Hub officer and follow guidance
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Keep the work environment clean and organised at the end of each shift
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Promote professional and courteous interactions within a multidisciplinary team
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Adhere to internal protocols for triage, call recording, and call logging
Additional Responsibilities
Confidentiality & Governance
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Ensure strict confidentiality with all patient and staff data
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Follow all clinical governance and CQC standards
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Participate in ongoing training, especially in safeguarding responsibilities
Health & Safety
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Comply with the Health and Safety at Work Act 1974
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Be prepared for emergency procedures and fully trained on workplace safety
Equality & Diversity
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Carry out duties in alignment with MMP’s Equal Opportunities Policy
Flexibility
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Be open to working across various MMP sites
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Adapt to potential changes in shift hours, including evening or weekend coverage based on business needs
Requirements
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Previous call handling, customer service, or administration experience (preferably in a healthcare setting)
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Excellent verbal communication skills
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Ability to multitask in a fast-paced environment
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Confident IT and record-keeping skills
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A respectful, empathetic, and team-focused attitude
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Understanding of confidentiality and safeguarding standards
What We Offer
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Competitive hourly pay: £10.80 – £12.21
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Structured training and ongoing support
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Friendly, professional work environment
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Part-time flexibility (18 hours/week)
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Permanent contract with room for development
APPLY