Patient Call Handler / PHA (Permanent)

Omnes Healthcare; Manchester; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

25 days holiday and bank holidays

Work-life balance

Training cost support

Full indemnity cover paid by the team

NHS discount schemes

Employee assistance program

Sick pay

Enhanced maternity and paternity leave

Cycle to work scheme

Life insurance 3x salary

Healthcare cash plan

Birthday day off

Occupational health support

Job summary

Omnes Healthcare is seeking a dedicated Patient Call Handler in Manchester. The role involves managing inbound and outbound calls, registering patients, arranging and confirming appointments, and sending letters promptly.

You will remind patients, manage cancellations, and offer slots to those waiting, ensuring high-quality customer service and confidentiality. The position offers full-time hours (37.5 per week) with a two-week induction starting July/August 2026.

Qualifications

• Experience handling high volumes of calls in a professional, courteous manner.
• Strong patient care focus and confidentiality in handling data.
• Accurate typing of clinic letters using a transcription/clinical system.
• Experience managing high volumes of patient referrals and enquiries.
• Able to work to targets and deadlines.
• Experience in administrative tasks and data handling.
• Analytical thinking with attention to detail.
• A collaborative team player with independent initiative.
• Empathetic, assertive when appropriate, and professional.
• Customer service experience applicable to NHS-style settings.

Responsibilities

• Register patients accurately and handle appointment enquiries from patients and GPs.
• Agree appointment dates/times with patients and send appointment letters promptly.
• Remind patients of appointments by phone and manage cancellations.
• Offer vacant slots to patients on waiting lists to optimise capacity.
• Type clinic letters using a transcription/clinical system and send to GPs.
• Handle high inbound and outbound calls with professionalism.

Skills

Call handling

Patient care

Typing letters

Administrative work

Analytical

Team player

Customer service

Independent worker

Target-driven

Empathy

Tools

Clinical transcription software

Job description

The working hours are full time 37.5 hr per week, shift's will be between the hours of 8am and 6pm Monday to Friday, with some weekend working on a rota basis, onsite in Manchester, M3 5NA, a two-week training and induction will be given, you must be available to work 9am – 5.30pm in these 2 weeks.

Shift Pattern

8am - 4.30pm, 9am - 5.30pm, 9.30am – 6pm, you must be available to work any of these shift patterns on a rota basis

Hours

37.5 Hrs

Salary

Full time 37.5hrs salary is £23,809.50 per annum

Induction Intake

July / August 2026

Location

Manchester, M3 5NA, after successful probation, based on targets being achieved and maintained, some hybrid working will be considered 1 day per week

Do you want to make a difference in people’s lives? We are seeking an enthusiastic Patient Call Handler to join our established team and be a part of a company that really makes a difference in the way that healthcare is provided. This is an extremely important position within our business as you will be the first point of contact for our patients, dealing with the inbound and outbound patient calls, providing a high-quality, professional and efficient customer service to our patients at all times, you must work with autonomy and a high degree of confidentiality, sensitivity, discretion, empathy and tact.

You will be responsible for accurately registering patients, assisting with enquiries regarding appointments from patients and referring GP’s, agreeing appointment dates and times with patients over the telephone and sending out appointment letters in a prompt and efficient manner, so attention to detail is vital.

You will also be responsible for reminding patients of the times and dates of their appointments via telephone, tracking cancellations of appointments and to offering vacant slots to other patients on the waiting list so that we can deliver the best care and full range of NHS Services.

Role Requirements

• Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner
• To provide an excellent quality of patient care at all times
• To accurately type clinic letters using a transcription/clinical system and send to Gps and relevant departments.
• Dealing with high levels of patient referrals
• Able to work to targets
• Experience of administrative work
• Clear thinking and have an analytical approach
• Able to work as part of a team, to promote a good team spirit
• Able to be sensitive and assertive as appropriate
• Experience in a customer service position
• Be motivated and able to work independently

Who We Are

At Omnes Healthcare, we aspire to be the UK's leading champion of patients, commissioners and employees by delivering services that are clinically excellent, that reach all walks of life, and that make the best use of public money. We are evolving to become leaders in innovation in digital healthcare, as well as to become an employer of choice in the sector.

You will be joining the organization in a very exciting time, we are at the forefront of innovation and we are looking for people that would help us develop our strategic plan to become leaders and pioneers in the sector. We can guarantee that you will be making a difference on people's lives with your day to day work and that we will support you as much as possible with your work life balance and giving you the right tools to be the best at your role.

Our flexible approach is all about getting the best from everyone in the team. Our Manchester office is open & welcoming. It has state of the art air filtering, bean to cup coffee, fresh fruit & nuts for healthy snacks, easy access & is smack in the centre of town. This is a great opportunity for some one that really wants to have an impact on people's lives, to join a supportive and patient committed team.

Benefits

• 25 days holiday plus bank holidays
• Excellent work / Life balance
• Clinical progression
• Training cost support
• Full indemnity cover paid by the practice.
• NHS Discount & Support Schemes
• Employee Assistance Program
• Sick Pay
• Enhanced maternity and paternity leave
• Salary sacrifice electric car scheme
• Life insurance 3 x salary
• Healthcare cash plan
• Cycle to work scheme.
• Charitable giving scheme
• An extra day off to celebrate your birthday.
• Occupational Health Support

Omnes Healthcare are an are an inclusive employer, if you require any adjustments during the recruitment process, we will be more than happy to help, please contact us.