Job summary
Join our friendly and dedicated team at The Cambridge Practice in Aldershot as a Medical Call Handler.
This is a key front-facing role where you'll make a real difference every day by being the first point of contact for our patients - listening, guiding them to the right care, and helping the practice run smoothly.
You'll be working in a supportive, wellestablished GP practice that values teamwork, compassion, and continuous learning. We offer full training, a welcoming environment, and the opportunity to develop valuable skills within NHS primary care.
If you enjoy helping people, thrive in a busy role, and want to be part of a team delivering excellent patient care, this is a rewarding opportunity you'll enjoy coming to work for.
Main duties of the job
Answer and accurately handle a high volume of incoming callsUse care navigation principles to signpost patients to appropriate servicesBook, amend, and cancel appointments using our clinical systemGreet patients and visitors in a friendly and professional mannerProcess administrative tasks as requiredMaintain strict confidentiality and data protection at all timesWork collaboratively with clinicians and the wider practice team
About us
The Cambridge Practice was established in 2018 following the
merger of Southlea Surgery and Victoria Surgery in Aldershot, and has been part
of the Aldershot Primary Care Network since 2019.
We are a fully accredited NHS GP Training Practice, with a
long history of supporting the education and development of future GPs.
We are proud of the care we provide to our patients and the
way we support one another as a team. Our multidisciplinary team includes GPs,
Advanced Nurse Practitioners, Physician Associates, Clinical Pharmacists,
Practice Nurses, Healthcare Assistants, MSK Practitioners and an experienced
administrative team who work closely together to deliver safe, effective, and
compassionate care.
Our main site is based within Aldershot Centre for Health,
colocated with other healthcare providers, promoting collaborative working. We
also operate a branch surgery located to the south of Aldershot, approximately
three miles from the main site.
Job description
Job responsibilities
The following are the core responsibilities of the Medical Call Handler. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Maintaining and monitoring the practice appointment system.
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
- Signpost patients to the correct service
- Initiating contact with and responding to, requests from patients, team members and external third parties.
- Process letters as requested.
- Photocopy documentation as required.
- File and store records as required.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary
- Attaching scanned documents to patients healthcare record
- Manage all queries/tasks (including administrative queries) as necessary in an efficient manner.
- Carry out system searches as requested.
- Maintain a clean, tidy, effective working area at all times.
- Monitor and maintain the reception area and notice boards.
- Support all clinical staff with general tasks as requested.
Other Duties:
- Support administrative and patient services staff, providing cover during staff absences.
- Complete opening and closing procedures in accordance with the duty rota.
- Informing the relevant staff member to order stationary when needed.
Job description
Job responsibilities
The following are the core responsibilities of the Medical Call Handler. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Maintaining and monitoring the practice appointment system.
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
- Signpost patients to the correct service
- Initiating contact with and responding to, requests from patients, team members and external third parties.
- Process letters as requested.
- Photocopy documentation as required.
- File and store records as required.
- Data entry of new and temporary registrations and relevant patient information as required.
- Input data into the patients healthcare records as necessary
- Attaching scanned documents to patients healthcare record
- Manage all queries/tasks (including administrative queries) as necessary in an efficient manner.
- Carry out system searches as requested.
- Maintain a clean, tidy, effective working area at all times.
- Monitor and maintain the reception area and notice boards.
- Support all clinical staff with general tasks as requested.
Other Duties:
- Support administrative and patient services staff, providing cover during staff absences.
- Complete opening and closing procedures in accordance with the duty rota.
- Informing the relevant staff member to order stationary when needed.
Person Specification
Qualifications
Essential
- - Good standard of general education, including English and Maths (GCSE or equivalent)
- - Excellent verbal and written communication skills
- - Confident IT skills, including use of computer systems and accurate data entry
- - Understanding of the importance of confidentiality and data protection
Desirable
- - Customer service qualification, or relevant training
- - Care navigation training or willingness to undertake training
- - Any relevant NHS or healthcare related administrative training
Experience
Essential
- - Previous experience in a customer facing or call handling role
- Experience managing a high volume of telephone calls in a busy environment
- - Ability to work calmly under pressure and manage priorities
- - Strong organisational skills with good attention to detail
- - Ability to work effectively both independently and as part of a team
- - Flexible approach to work, including willingness to cover different shifts if required
Desirable
- - Previous experience working in a GP practice or healthcare setting
- - Experience of using GP clinical systems (e.g. EMIS Web)
- - Experience of care navigation or signposting patients to appropriate services
- - Experience handling sensitive, confidential, or complex patient enquiries
- - Familiarity with NHS primary care services, policies, and patient pathways
Person Specification
Qualifications
Essential
- - Good standard of general education, including English and Maths (GCSE or equivalent)
- - Excellent verbal and written communication skills
- - Confident IT skills, including use of computer systems and accurate data entry
- - Understanding of the importance of confidentiality and data protection
Desirable
- - Customer service qualification, or relevant training
- - Care navigation training or willingness to undertake training
- - Any relevant NHS or healthcare related administrative training
Experience
Essential
- - Previous experience in a customer facing or call handling role
- Experience managing a high volume of telephone calls in a busy environment
- - Ability to work calmly under pressure and manage priorities
- - Strong organisational skills with good attention to detail
- - Ability to work effectively both independently and as part of a team
- - Flexible approach to work, including willingness to cover different shifts if required
Desirable
- - Previous experience working in a GP practice or healthcare setting
- - Experience of using GP clinical systems (e.g. EMIS Web)
- - Experience of care navigation or signposting patients to appropriate services
- - Experience handling sensitive, confidential, or complex patient enquiries
- - Familiarity with NHS primary care services, policies, and patient pathways
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
