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Reception Call Handler (GP Surgery)

Lisson Grove & Woolwell Medical Centres
£10.42 - £10.60 an hour - Permanent, Part-time, Full-time
Responded to 75% or more applications in the past 30 days, typically within 4 days.



Pulled from the full job description

  • Childcare
  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free parking
  • On-site parking

Full job description


About us: We are a well-established, busy and growing GP Practice operating from two surgeries with a friendly and supportive team of 40 staff. (GP Partners, Clinical and Reception teams). The majority of the staff are based at the Lisson Grove surgery however this role is split between our Lisson Grove and Woolwell surgeries. We offer core GP and a number of additional services, please see our website for more details.

About the role: Dealing with a high volume of phone calls and all aspects of reception work in a busy GP surgery. A caring, friendly and diplomatic disposition is a must. Please see below for further details.

Hours: Working hours are 08:00-18:00hrs (with unpaid hour off for lunch)
Number of hours a week are negotiable between 27 and 36 hours.
Days to be confirmed depending on number of hours worked but will be Wednesday, Thursday and Friday full days as a minimum.

There may be opportunities for some extra hours to cover leave, sickness or similar.

Basic Terms and Conditions:
Starting pay £10.42 increasing to £10.60 after successful probation
NHS Pension Scheme (14.38% paid by us and 6.22% paid by government – total 20.6% - compared to 3% paid by employers in many auto-enrolment schemes elsewhere)
Free onsite Parking
Free Tea/ Coffee in staff room
Regular Staff training days and social events
Possible salary sacrifice schemes - childcare vouchers, cycle to work and similar
No evening, night or weekend work other than by optional overtime
Fixed working days once agreed.

About applying:
All applications must consist of:

CV - at a minimum detailing recent roles with salary and qualifications
Successful completion of the Indeed phone test.

About you:
Experience of high volume call handling would be a strong advantage as would experience of working in any healthcare sector with patients. However full training will be given for all aspects of the role.

Call handling in a very busy environment dealing with patients’ queries and booking appointments. This is a very busy and pressurised environment but rewarding.
Staffing Front Desk Reception, checking in patients, greeting visitors, dealing with enquires, handling forms, prescriptions, samples and similar.
Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors in person, by phone or via electronic means.
This will be under the direction of the Reception Manager with the aim of providing comprehensive support to the multidisciplinary team at the Practice and the best possible service to the patients.
Allocated duties will vary daily depending on current and evolving workloads, targets, skills mix and staffing levels.

Primary responsibilities
The duties and responsibilities to be undertaken by the postholder are broadly described below. The division of daily work between these areas will constantly change, percentage figures give an indication of split only. The postholder will be expected to cover and maintain skills in all these areas and any other areas that develop relevant to the role and at an appropriate level.
Phones (70%): Processing and triaging telephone requests from patients and other callers in a very busy and often pressurised environment. Making calls to patients to disseminate information, request information, book appointments and similar.
Front Desk (20%): Receive, assist and direct patients or other visitors in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Support work (10%): Any other administrative or patient facing work that maybe required to support clinicians, managers or other staff as and when required. This may be on a regular or ad hoc basis.

Secondary responsibilities
Lisson Grove and Woolwell Medical Centres is a relatively small business, and all staff are required to generally support the Practice and its patients. As such there are a variety of responsibilities that apply regardless of role.

These are just some examples and should not be regarded as in any way exhaustive. The post-holder will not be required to do anything illegal or dangerous and training will be provided where required.

Completing all directed training
Basic life support or other emergency support, if first on the scene
Act as Chaperone if requested by a patient
Cleaning (limited and when no cleaner is on site or to aid with infection control)
Helping with large clinics or events which may be out of hours (e.g. Saturday flu clinics)
Setting up rooms or similar
Making tea for the team (on a rotational basis!)

Role is offered elsewhere and we reserve the right to close applications at any point.
No agencies or advertisers please

Job Types: Permanent, Part-time, Full-time

Salary: £10.42-£10.60 per hour


  • Company events
  • Company pension
  • On-site parking
  • Store discount


  • Day shift

COVID-19 considerations:
Masks and other precautions may be required.

Work Location: In person

Reference ID: RCHMAugust23