• Job Description

  Req#: A0676-25-0012?language=en&page=43&sort=publicationDateDesc

  Job summary

  Are you looking for a new challenge in 2025?

  Join us as a call handler at Lea Vale Medical Group! This is a fantastic opportunity to truly impact lives by working with an organisation committed to providing a responsive and patient-centred service for those in need of healthcare advice and support. This is an exciting role as you'd be joining an established non-clinical team that serves just over 40,000 patients and is rated outstanding by the CQC.

  As an employee of Lea Vale Medical Group, you will also enjoy the following benefits:

  Competitive Salary

  NHS Pension

  Support to guide your personal and professional development

  Excellent training opportunities

  Hours: We welcome applications for both full-time and part-time positions. Please note that you will need to be available to work until 6:30pm each day.

  We may close this advert early if we receive a large number of applications.

  Main duties of the job

  The call handler is the one of the first points of contact for patients managing urgent and non-urgent cases when they call for medical advice. This role involves efficiently managing incoming calls, signposting patients and ensuring queries are addressed in a timely and professional manner

  About us

  We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.

  We are looking for staff who share the same teamworking ethics to join our team. The successful candidate will be joining an innovative and proactive practice.

  We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future! How you want to develop yourself and how that will improve our practice and the service we offer to our patients.

  We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.

  Details

  Date posted

  07 July 2025

  Pay scheme

  Other

  Salary

  £12.84 an hour

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  A0676-25-0012

  Job locations

  Liverpool Road Health Centre

  9 Liverpool Road

  Luton

  LU1 1HH

  
  

  Bushmead Medical Centre

  131 Bushmead Road

  Luton

  LU2 7YT

  
  

  Lea Vale Medical Group

  311 Whipperley Ring

  Luton

  LU1 5QY

  
  

  Job description

  Job responsibilities

  Key Responsibilities:

  • Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
  • Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
  • Make appointments for patients to see GPs, nurses or others.
  • Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience.
  • Handle patient concerns and complaints professionally
  • Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
  • Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
  • Accurately record details
  • Make sure patient information is entered accurately and stored confidentially
  • Take requests for phone consultation and home visits and record on the system following the procedure
  • Carry out range of clerical duties, as required

  Job description

  Job responsibilities

  Key Responsibilities:

  • Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests.
  • Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication.
  • Make appointments for patients to see GPs, nurses or others.
  • Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience.
  • Handle patient concerns and complaints professionally
  • Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult.
  • Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed.
  • Accurately record details
  • Make sure patient information is entered accurately and stored confidentially
  • Take requests for phone consultation and home visits and record on the system following the procedure
  • Carry out range of clerical duties, as required

  Person Specification

  Experience

  Essential

  • Experience of working in a customer services/other front line situation
  • Computer literate with excellent keyboard skills
  • Self-starter, able to work on own initiative, following set procedures and protocol

  Desirable

  • Use of clinical system software eg. Systmone
  • Previous NHS experience ideally within a GP setting

  Qualifications

  Essential

  • Good level of education to GCSE standard or equivalent

  Skills and Abilities

  Essential

  • Advanced working knowledge of Office 365 applications
  • Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
  • An understanding, acceptance and adherence to the need for strict confidentiality
  • Can plan own work and multi-task
  • Resourceful
  • Able to accept and deal with a heavy workload

  Desirable

  • Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required.
  • An enquiring mind with a willingness to learn new skills and procedures

  Person Specification

  Experience

  Essential

  • Experience of working in a customer services/other front line situation
  • Computer literate with excellent keyboard skills
  • Self-starter, able to work on own initiative, following set procedures and protocol

  Desirable

  • Use of clinical system software eg. Systmone
  • Previous NHS experience ideally within a GP setting

  Qualifications

  Essential

  • Good level of education to GCSE standard or equivalent

  Skills and Abilities

  Essential

  • Advanced working knowledge of Office 365 applications
  • Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances
  • An understanding, acceptance and adherence to the need for strict confidentiality
  • Can plan own work and multi-task
  • Resourceful
  • Able to accept and deal with a heavy workload

  Desirable

  • Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required.
  • An enquiring mind with a willingness to learn new skills and procedures

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Lea Vale Medical Group

  Address

  Liverpool Road Health Centre

  9 Liverpool Road

  Luton

  LU1 1HH

  
  

  Employer's website

  https://www.leavale.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Lea Vale Medical Group

  Address

  Liverpool Road Health Centre

  9 Liverpool Road

  Luton

  LU1 1HH

  
  

  Employer's website

  https://www.leavale.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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