Call Handler

We are seeking two proactive, adaptable, and professional Call Handler to join a dynamic and hardworking team within the medical industry. The team has recently undergone significant changes and is looking for dedicated individuals who can bring structure, reliability, and energy to a busy environment serving private patients.

This is a high-impact, fast-paced role requiring strong communication skills, patience, and a passion for improving the patient journey. The successful candidates will support day-to-day coordination, cancellations, and clinic scheduling, helping people access essential healthcare services without unnecessary delays.

Call Handler responsibilities:

• Manage daily clinic worklists and cancellations using Systema Live software.
• Be the first person patients speak to by phone, email, or in person.
• Handle new patient referrals by following set procedures.
• Book appointments based on medical urgency and waiting times, and raise any issues.
• Work with patients to find suitable appointment times, including for urgent needs.
• Send appointment reminders and confirmations on time.
• Always communicate with patients in a polite and professional way.
• Support patients with special needs, like arranging interpreters.
• Keep patients and visitors updated with important information.
• Answer patient questions and pass on more serious concerns to your manager.
• Stay informed about how the service works to book appointments effectively.
• Manage cancellations and waiting lists, updating systems as needed.
• Follow office procedures across different services and contracts.
• Reply to queries on time or escalate them if needed.
• Upload referrals into systems when required.
• Send out medical reports and alert referrers if there are urgent results.
• Hit performance targets
• Support with weekend coverage (1–2 weekends/month).

Skills & experience required:

• Background in healthcare or medical administration (vet/healthcare assistant experience a plus).
• Personality traits: hardworking, patient, professional, flexible, and collaborative.
• Able to pivot quickly when plans change (e.g. scanner downtime, last-minute cancellations).
• Comfortable working in a high-pressure environment with people’s lives on pause.
• Demonstrates purpose-driven work ethic—understands the impact of timely patient care.

Wild Recruitment Ltd T/A First Recruitment Services is acting as an employment agency in relation to this vacancy.