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:
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Manage daily clinic worklists and cancellations using Systema Live software.
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Be the first person patients speak to by phone, email, or in person.
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Handle new patient referrals by following set procedures.
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Book appointments based on medical urgency and waiting times, and raise any issues.
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Work with patients to find suitable appointment times, including for urgent needs.
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Send appointment reminders and confirmations on time.
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Always communicate with patients in a polite and professional way.
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Support patients with special needs, like arranging interpreters.
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Keep patients and visitors updated with important information.
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Answer patient questions and pass on more serious concerns to your manager.
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Stay informed about how the service works to book appointments effectively.
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Manage cancellations and waiting lists, updating systems as needed.
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Follow office procedures across different services and contracts.
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Reply to queries on time or escalate them if needed.
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Upload referrals into systems when required.
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Send out medical reports and alert referrers if there are urgent results.
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Hit performance targets
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Support with weekend coverage (1–2 weekends/month).
Skills & experience required:
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Background in healthcare or medical administration (vet/healthcare assistant experience a plus).
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Personality traits: hardworking, patient, professional, flexible, and collaborative.
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Able to pivot quickly when plans change (e.g. scanner downtime, last-minute cancellations).
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Comfortable working in a high-pressure environment with people’s lives on pause.
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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
