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- Tasks: Handle patient calls, book appointments, and provide excellent customer service.
- Company: Friendly GP practice focused on patient care and teamwork.
- Benefits: Part-time hours, NHS pension, free parking, and employee discounts.
- Why this job: Make a real difference in patient care while developing your skills.
- Qualifications: Strong communication skills and a positive team-player attitude.
- Other info: Flexible shifts with opportunities for training and career progression.
The predicted salary is between 24000 - 36000 £ per year.
This is a patient-facing role suited to someone with a strong work ethic, who is reliable, hard-working, and able to think on their feet in a busy practice environment. You will need to be flexible and adaptable, with a respectful and empathetic approach to patients, and committed to delivering high-quality customer service while remaining calm and professional under pressure.
We are looking to recruit an enthusiastic and highly motivated General Practice Call Handler to join our friendly and supportive GP practice team, with occasional cover in Reception.
Key Responsibilities- Answer incoming calls promptly and professionally, ensuring a courteous and helpful manner at all times.
- Book, amend, and cancel patient appointments using the practice's clinical system.
- Respond to patient queries regarding prescriptions, test results, and general practice information, ensuring information is passed to the appropriate department in line with confidentiality requirements.
- Signpost patients to the most appropriate services or healthcare professionals based on their needs.
- Accurately record patient information and update medical records in line with practice protocols.
- Manage urgent calls and emergencies by following agreed triage and escalation procedures.
- Complete administrative tasks such as scanning documents, responding to emails, and filing.
- Work collaboratively with clinical and administrative teams to support the smooth running of the practice.
- Maintain patient confidentiality and comply with GDPR and NHS policies at all times.
- Contribute to a positive patient experience through empathy, patience, and professionalism.
- Excellent communication skills with a clear, polite, and professional telephone manner.
- Strong organisational skills and the ability to prioritise workload effectively.
- High level of attention to detail when recording patient information.
- Ability to remain calm and effective under pressure and during high call volumes.
- Basic IT skills, including familiarity with Microsoft Office and clinical systems.
- A positive team-player attitude with a willingness to support colleagues.
- Understanding of confidentiality and data protection requirements (GDPR / NHS).
- Problem-solving skills to manage patient queries and signpost appropriately.
- Experience working in a healthcare or GP practice setting.
- Familiarity with NHS systems such as SystmOne or EMIS.
- Knowledge of medical terminology.
- Customer service experience in a busy environment.
- Confidence in handling difficult or sensitive conversations with empathy.
- Understanding of appointment triage processes.
- Previous experience in a GP surgery or NHS setting is desirable but not essential.
This is a permanent 2 day week part-time position, with flexibility required to cover annual leave and sickness. Candidates must be available to work a full Monday and a Thursday shift, as this is essential. Other shifts may vary Monday to Friday when covering annual leave or absences.
What We Offer- A supportive, happy, and professional working environment.
- Opportunities for training, development, and career progression.
- The chance to make a real difference to patient care.
- Free on-site parking.
- NHS Pension Scheme.
- Most weekends free.
- Access to apply for the NHS Employee Discount Card.
- Additional loyalty days dependent on length of service.
If you are motivated, detail-focused, and keen to join a friendly and supportive team, we would love to hear from you. Please apply online via Indeed, or send your CV with a brief covering note to:
Closing date: 1st March 2026. Please note: this vacancy may close early if a high volume of applications is received.
Equality & SafeguardingWe are an equal opportunities employer and welcome applications from all backgrounds. Applicants must have the right to work in the UK; unfortunately, we are unable to offer visa sponsorship for this role. Proof of right to work will be required at interview stage. Our organisation acknowledges its duty of care to safeguard, protect, and promote the welfare of children and adults, and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance, and best practice.
Job Types: Part-time, PermanentExpected hours: 12 – 18 per week
Benefits:
- Company events.
- Company pension.
- Cycle to work scheme.
- Employee discount.
- Free parking.
- On-site parking.
Are you available to work a full shift on Mondays?
Experience:Customer Service: 1 year (required).
Work authorisation:United Kingdom (required).
Work Location: In person.GP Practice Call Handler employer: Hathaway Medical Centre
Contact Detail:
Hathaway Medical Centre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GP Practice Call Handler
✨Tip Number 1
Make sure to research the GP practice before your interview. Knowing their values and services will help you tailor your responses and show that you're genuinely interested in joining their team.
✨Tip Number 2
Practice your phone skills! Since this role is all about handling calls, try role-playing with a friend or family member to get comfortable with answering questions and managing patient queries.
✨Tip Number 3
Show off your empathy during the interview. Share examples of how you've handled difficult conversations in the past, as this will demonstrate your ability to remain calm and professional under pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing enthusiastic candidates who are keen to join our supportive team.
We think you need these skills to ace GP Practice Call Handler
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for patient care shine through. We want to see that you're genuinely excited about the role and ready to contribute to our friendly team.
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service or healthcare settings. We love seeing how your skills match what we're looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure to communicate your qualifications and experiences without any fluff.
Apply Through Our Website: For the best chance of success, apply directly through our website. It helps us keep track of applications and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Hathaway Medical Centre
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a General Practice Call Handler. Familiarise yourself with common patient queries and the clinical systems mentioned in the job description, like SystmOne or EMIS. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and politely. You might want to prepare for common scenarios, such as handling difficult calls or responding to patient queries. Think about examples from your past experiences where you’ve successfully communicated under pressure.
✨Demonstrate Empathy and Professionalism
In a patient-facing role, empathy is key. Be ready to discuss how you would handle sensitive conversations and ensure a positive patient experience. Share specific examples that highlight your ability to remain calm and professional, especially during high call volumes.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, or how they handle busy periods. This not only shows your interest but also helps you gauge if the practice is the right fit for you.