Call Handling Care-Coordinator

NHS; Northallerton; On-site; GBP 60,000 - 80,000; Part time

Job summary

A medical practice in Northallerton is looking for a call handler to provide high-quality call handling and administrative support. Responsibilities include managing incoming calls, assisting patients with care navigation, and supporting healthcare teams. Ideal candidates should possess excellent communication skills and experience in a healthcare setting. Flexibility in hours and transport is required. Salary will depend on experience.

Qualifications

• Strong written and oral communication skills are essential.
• Strict confidentiality is crucial for the position.
• Ability to work flexible hours across multiple sites is required.

Responsibilities

• Receive incoming calls and provide patient care coordination.
• Assist patients with information and appointment scheduling.
• Support frail patients and coordinate multidisciplinary care.

Skills

Excellent communication skills

Time management

Ability to multitask

Problem-solving

Teamwork

Education

Educated to GCSE level or equivalent

Tools

SystmOne

Job description

The post holder will provide a high-quality call handling and admin support service within a busy practice, supporting patients and clinicians.

Salary: Depending on experience.

Hours: 25-30 hours per week

If you would like more information about this exciting opportunity please contact Tracy Dewings on 01609 760002.

Closing date for applications: 10th October 2025.

Please note: An element of flexibility and own vehicle is essential for the role as you may be required to work across both sites.

Main duties of the job

As part of the role of reception call handler you will be expected to:

Receive all incoming telephone calls into the practice providing coordination and navigation of care to patients, and where appropriate their carers, across the practice and other organisations.

Provide patients with high quality, easy to understand information to assist them in making choices about their care.

Deal with general enquiries and make outgoing telephone calls, explain procedures and make new and follow up appointments.

About us

Mowbray House Surgery is a large, progressive Medical Practice based in Northallerton, with a full time branch surgery in Hutton Rudby.

Across the two sites we have around 20,000 patients registered with us.

Job responsibilities

Main Duties and Responsibilities:

Receive all incoming telephone calls into the practice providing coordination and navigation of care to patients, and where appropriate their carers, across the practice and other organisations.

Provide patients with high quality, easy to understand information to assist them in making choices about their care.

Deal with all general enquiries, make outgoing telephone calls, explain practice procedures and make new and follow-up appointments.

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Support the practice's frail and vulnerable patients, supporting frailty reviews and coordinating MDT and palliative care meetings.

Support the practice Safeguarding team with requests for information.

Support the practice in coordinating seasonal vaccination campaigns, including the organising of care home and housebound vaccinations.

Monitor and process electronic workflows into the practice, including processing all hospital discharge documents and patient e-consultations as per protocol.

Support the delivery of QoF and other practice services.

General support to practice teams as required.

Note: This job description is intended as a guide to the main duties and responsibilities for the post and should not be considered an exhaustive list.

Person Specification

Experience

• Excellent communication skills, written and oral.
• An understanding, acceptance and adherence to the need for strict confidentiality
• Time management and the ability to work to effectively multitask
• Ability to use own initiative and problem solve
• Hard working, adaptable, reliable and resourceful
• Willing to work flexible hours as necessary across both surgery sites
• Educated to GCSE level or equivalent
• Own transport
• Ability to work as a team member as well as autonomously
• Be entitled to live and work within the UK as sponsorship is not available
• Satisfactory DBS Check
• Satisfactory references (at least 2)
• Experience working in a healthcare or social care setting
• Experience working in General Practice
• Experience of clinical systems such as SystmOne