We’re looking for a full-time Patient Services Call Handler to join our busy GP surgery in Cheetham Hill. This is a phones-only role – you’ll be answering and managing a high volume of calls from patients with complex and sometimes urgent needs.
Our patients can be demanding, and the pace is intense – so we’re honest up front: this job is not for the faint-hearted. But if you’re reliable, calm under pressure, and thrive in a busy environment, you’ll be supported by a friendly, experienced admin team.
This is a new role created to reduce pressure on our reception desk and improve patient access. You’ll be the first point of contact for many of our patients, so a professional manner, excellent spoken English, and a clear telephone voice are essential. You’ll be dealing with appointment requests, test results, prescription queries, and sensitive medical information – so accuracy, discretion, and good judgement matter.

We’re only looking for applicants who have:

• Proven experience in fast-paced call handling or telephone-based customer service
• A solid work history – we won’t shortlist anyone who has changed jobs frequently
• A strong grasp of spoken and written English
• The ability to de-escalate, remain professional, and stay calm under pressure

You’ll get:

• One-to-one training tailored to your learning pace
• Ongoing support from a large admin team
• A set Monday–Friday schedule with no weekend work
• Practice uniform provided (blouse – see policy)
• DBS check paid for by us (refundable if you leave within 12 months)

The role is based entirely onsite at New Collegiate Medical Centre.

MAIN PURPOSE OF THE ROLE

To provide a dedicated, professional call-handling service for the practice. You will be the first point of contact for patients and must manage calls in a calm, clear, and respectful manner. You’ll handle appointment bookings, queries, and urgent requests, often in high-pressure situations.

KEY RESPONSIBILITIES

• Answer incoming calls promptly, professionally, and in line with practice scripts and protocols
• Use EMIS and other systems to book appointments, relay messages, or record patient details
• Triage and redirect calls as appropriate to clinical or admin staff
• Handle difficult or distressed callers with empathy and professionalism
• Remain calm and efficient during peak periods and when under pressure
• Follow confidentiality, safeguarding, and data protection standards at all times
• Keep accurate records of calls and actions taken
• Follow guidance on dealing with emergency calls and urgent clinical queries
• Provide occasional reception desk cover if required