Call Handling Administrator

Brownlow Group Practice


This job is now closed

Job summary

Do you thrive in a fast paced environment?

Do you want to make a contribution to the NHS?

Have you got an interest in delivering excellent customer services?

Brownlow Health has an exciting opportunity to join our dynamic team as a call handler. This position is well suited to an individual looking to work and gain experience in a thriving and supportive team.

We are looking for full or part time applicants. This role will be a 12 month temporary position initially, with potential of being made permanent after review. 

Main duties of the job

The role of Call Handler is often the first point of contact for patients. The role is therefore responsible for setting a high level of patient care and reflecting Brownlow’s Values. The role of Call Handler must deliver excellent customer service to patients when making and answering calls and do so in a caring and compassionate manner. You will:

· Offer general assistance to the Practice team and project a positive and friendly image to patients

· Assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.

· Undertake a variety of administrative duties to assist the triage team.

· Facilitate effective communication between patients and members of the primary health care team

· You must work at all times within your own competence and use your own judgement, knowledge and common sense in your day-to-day activities.

Brownlow prides itself in being an exceptional employer. We have a dedicated staff wellbeing team and offer numerous staff benefits and incentives including protected study leave with financial allowance and enhanced annual leave for 100% attendance. You will receive a 6-month mentorship/induction package and following this will have the option for some home working should you wish to if appropriate for your role.

About us

Brownlow is an organisation that is committed to equality and diversity, and we strive for our workforce to be representative and inclusive of the complex and diverse community which we are proud to serve.

With this commitment in mind, we actively encourage individuals who self-identify as having protected characteristics to apply for this role. We are particularly keen to encourage applications from: individuals with linguistic diversity, members of the LGBTQ+ community; members of black, minority ethnic, and minority faith groups; and from those who are disabled and / or neurodiverse.

We are mindful that we may not always be aware of structural and systemic factors, which might discourage or prevent certain minority groups and marginalised populations from applying to join our team. If you are aware that any such barriers do exist, please let us know so that we can work to overcome and dismantle these.

Although not required by law we strongly recommend that all staff have received all Covid vaccinations.

Extended access will form part of your contracted hours.Job locations:

University of LiverpoolPeach Street L69 7ZL

26 Argyle StreetL1 5DL

2 Vauxhall RoadL3 2BG

Bentley Road L8 0SY

157 Edge LaneL7 2PF

Job description

Job responsibilities

Post: Call Handler Administrator

Salary: £20,330- £21,777 (WTE)

Hours: 37.5 hours per week (Part time available)

Location: Liverpool

Reports to: Site Manager

To provide call handling and administrative support to the clinical team. The post holder is expected to work under their own initiative and sometimes under limited supervision


• Call handling and administrative support to the team in line with Brownlow policies and procedures

• Maintain effective office and business management of systems, including typing, initiating and maintaining spread sheets, production of documents, filing and diary management.

• Provide cover on an ad-hoc basis for other members of the wider administrative team when appropriate at times of annual/sick leave to deal with peaks in workload. To deal with these interruptions to current pieces of work and adapt to the breaks in concentration

• Handover clearly all information to ensure seamless service provision at change of shift

• Excellent communication and relationship skills, taking telephone messages, recording important information and having due regard to relative urgency and acting upon this with support of senior team members.

• Excellent communication with others at all times to ensure effective management and distribution of calls

• Competent in use of health and / or social care computer systems

• Fully conversant with computer packages, responsible for information resources, creating, formatting and using effective access databases to provide accurate, up to date and relevant information.

• Work using own initiative to ensure safe and timely transfer of information to onward services and referrers.

• Liaise effectively with all professionals both internal and external

• Work with highly confidential, sensitive information and documents supporting development, maintain and evaluate systems to promote the confidentiality of information have due regard to Caldicott Guidelines and the Freedom of Information Act.

• Perform all duties in collaboration with colleagues.

• Provide support to the wider team and action any follow up calls to GP surgeries and community nursing teams etc.

• Ensure all follow up calls are input into the patient record.

• Contact other services to request visits as instructed by clinical team, and inputting the request into patient record

• Register new patients, ensuring they are placed in the appropriate caseload.

• To ensure daily tasks are actioned accordingly.

• Answering all internal telephone calls, taking messages and actioning as appropriate.

• To undertake any other relevant duties which may be allocated by the post holder’s manager. Be prepared to respond to unforeseen situations that take precedence over planned workload.

• Be prepared to work flexibly in terms of time and workload according to the needs of the service.

• Participate in annual personal development reviews and take responsibility for own continuing professional development

• Ability to deal with people at all levels in a professional manner and adhere to NHS Policies and Procedures.

• To actively support the team in developing new process and work to ensure these are embedded as the service continues to expand

Communication and relationships

Liaise with members of the Practice, other NHS organisations and outside agencies.

Communicate sensitively and effectively with others, using active listening and adapting communication style and method as necessary to meet their needs, participating in meetings as required.

Team working

Understand own role and scope in the practice.

Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner.


Ensure that any data entered into the computer is done accurately.

Understand and follow the requirements of confidentiality (including General Data Protection Regulation - GDPR) and the Freedom of Information Act and refer on any queries as appropriate.

Participate in quality improvement initiatives, including Significant Event Analysis and PAIRS.

Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required.

Follow Practice policies, including Health and Safety, Security and Confidentiality.

Practice development and clinical governance

Participate in primary healthcare team meetings when required.

Provide data, as requested, for practice development plans and report.

Be aware of practice policies on risk management / incident reporting and health and safety and operate appropriate procedures for minimising risk.

Be aware of issues related to own development and be committed to participate in training and education.

Training, learning and development

Undergo regular appraisal, supervision and training as necessary to update skills and knowledge

To ensure compliance with the Practice Mandatory Training Programme

To participate in the monthly Practice Synergy Sessions

Provide training to other staff in work relevant to this post.

Participate in the induction of new staff, students and other attached professionals

Equality and diversity

Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.

Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

Management of risk / health, safety and security

Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.

Use the personal security systems within the workplace according to Practice guidelines.

Follow infection control procedures.

Employees must take reasonable care for the Health and Safety of him/herself and / or others who may be affected by his/her acts or omissions at work.

No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.


All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential. Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation.


Any other reasonable delegated duties considered appropriate to the post.

Give good and regular attendance.

Maintain a tidy and organised work area.

The post-holder:

Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal.

1. Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Brownlow Health undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required

2. May be expected to work at any of the medical practice sites in line with service needs

This job description is not intended to be exhaustive but to indicate the main areas of responsibility. It may be changed after consultation with the post holder

Person Specification



  • Previous experience in an administrative Call handler post
  • Ability and confidence to deal with people, form a wide range of backgrounds effectively and confidentially
  • Clear understanding of office management systems to support the work of a busy practice
  • Experience in providing excellent customer service.
  • Working knowledge and understanding of the NHS and /or social care
  • Experience of medical terminology


  • Previous experience in an administrative / call handling position in health or social care
  • Experience of Emis or social care computer (AIS) systems
  • Experience in use of a call management system



  • RSA/OCR 2/3.
  • Educated to GCSE Level
  • Good level of literacy and numeracy


  • NHS Elite / ECDL or equivalent

Knowledge and Skills


  • Understanding of the NHS Constitution
  • Excellent interpersonal and communication skills with problem solving attitude
  • Ability to act on own initiative, well organised and able to prioritise
  • IT skills (proficient use of all Microsoft packages e.g. Excel, Word, Outlook)
  • Knowledge of, health and / or social care, Intermediate care and voluntary sector provision
  • Accurate data capture.


  • Use of Microsoft packages
  • Use of Emis systems

Personal Attributes


  • Work within and as part of a team.
  • Manage own workload with minimal supervision
  • Commitment to equal opportunities and diversity
  • Friendly, confident, willing, flexible
  • Ability to work under pressure
  • Attention to detail
  • Ability to show patience, empathy, and compassion via telephone.
  • Customer oriented, genuinely passionate about customers' security and safety.
  • Ability to multitask effectively whilst keeping a high level of service quality.
  • Proactive and able to follow strict protocols accurately.
  • A very supportive and selfless team player.


  • Customer service training

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

Brownlow Group Practice


Brownlow Health @ Pembroke Place

70 Pembroke Place



L69 3GF

Employer's website (Opens in a new tab)

For questions about the job, contact:

Date posted

17 May 2022

Pay scheme



£20,330 to £21,777 a year Band 3 (WTE)


Fixed term


12 months

Working pattern

Full-time, Part-time

Reference number


Job locations

Brownlow Health @ Pembroke Place

70 Pembroke Place



L69 3GF

Supporting documents

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