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