Medical Call Handler

Integrated Care System; Aldershot; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in Aldershot is seeking a Medical Call Handler to be the first point of contact for patients, managing efficient call handling and record-keeping. The ideal candidate will have excellent communication skills and experience in customer service or healthcare. This role requires GCSE Maths and English, and an NVQ Level 2 in Health and Social Care is preferred.

Qualifications

• Excellent communication and listening skills required.
• Ability to remain calm and focused under pressure.
• Strong attention to detail and IT literacy needed.

Responsibilities

• Maintain and monitor the practice appointment system.
• Answer incoming calls and deal with requests appropriately.
• Signpost patients to the correct services.
• Process incoming and outgoing mail and manage queries.

Skills

Excellent communication and listening skills

Ability to remain calm and focused under pressure

Strong attention to detail

IT literacy

Previous experience in a customer service setting

Education

GCSE Maths and English (grade C or above)

NVQ Level 2 in Health and Social Care

Job description

As a Medical Call Handler, you will be the first point of contact for patients, carers, and healthcare providers. Your role involves handling incoming calls efficiently and empathetically, ensuring accurate information is recorded and passed to the appropriate clinical teams.

Main duties of the job

The core responsibilities include:

• Maintaining and monitoring the practice appointment system
• Answering incoming calls, transferring calls, or dealing with requests appropriately
• Signposting patients to the correct services
• Processing incoming and outgoing mail
• Initiating contact with and responding to requests from patients, team members, and external third parties
• Processing letters and photocopying documentation as needed
• Filing and storing records
• Data entry of new and temporary registrations and relevant patient information
• Inputting data into patients' healthcare records
• Attaching scanned documents to healthcare records
• Managing queries and tasks efficiently
• Carrying out system searches
• Monitoring and maintaining the reception area and notice boards
• Supporting clinical staff with general tasks

About us

Secondary responsibilities may include supporting administrative and reception staff, providing cover during staff absences, completing opening and closing procedures, and ordering stationery as needed.

Person Specification

Qualifications

• Excellent communication and listening skills
• Ability to remain calm and focused under pressure
• Strong attention to detail and IT literacy
• Previous experience in a customer service setting
• GCSE Maths and English (grade C or above)
• Experience in healthcare or customer service
• NVQ Level 2 in Health and Social Care

Disclosure and Barring Service Check

This position requires a DBS check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.