Chesterfield Royal Hospital NHS Foundation Trust

Call Handler/Administrator

The closing date is 22 September 2025

Job summary

An exciting opportunity has arisen on a fixed term 9-month contract to work within our Call Handling/Administrative Team at Royal Primary Care to provide administration and telephone support. The post holder will be an integral point of contact for both patient and colleagues.

We are looking to employ a Call Handler based at our Ashgate site:

Full-Time fixed term for 9 months - 37.5 hours per week

Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.

Main duties of the job

To provide a comprehensive call answering service and administration support service to an identified pathway to the services supported by Royal Primary Care and within the wider healthcare community. This will include dealing with queries from service users, inputting and updating data within medical records, working with clinicians and partners for the service delivery and providing excellent customer service.

The successful candidate should have

Basic IT skills.
Previous office experience - able to use office equipment e.g. photocopiers, printers and scanners.
Demonstrable experience of handling large call volumes.
Experience of working in a call center or customer service environment

Other essential skills are the ability to work as part of a team, have a good level of qualification (or equivalent experience) and competency in Maths and English.

About us

Our vision is to be an exceptional provider of family medicine, dedicated to our patients, and we're on a mission to improve our community's health and reduce inequality.

Royal Primary Care surgeries are part of Chesterfield Royal Hospital Foundation Trust and this brings the benefits of being part of a larger organisation. As well as an NHS pension, you'll have access to training and development opportunities and a whole raft of well-being initiatives to look after your physical and mental health. At Royal Primary Care, your happiness is at the heart of our appraisal system, and we place great importance on everyone feeling included. You'll have an equal say in how we look after you through access to our annual staff survey.

(Please note although this is not Agenda for Change - we do offer our employees a good package of benefits)

Date posted

10 September 2025

Pay scheme

Other

Salary

£23,875 a year per annum pro rata

Contract

Fixed term

Duration

9 months

Working pattern

Full-time, Part-time

Reference number

166-RPC-7285607

Job locations

Royal Primary Care West

Ashgate

S40 4AA

Job description

Job responsibilities

Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care

To communicate effectively, accurately and professionally, applying discretion and empathy where necessary, with written, telephone and face to face contact, with service users, visitors, colleagues and external agencies

Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner

Monitor specified inboxes and respond to digital communications as required

Handle patient enquiries both telephonically and digitally

Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols

Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly

Manage and resolve patient enquiries

Identify and escalate priority issues as per agreed protocols

Follow up service user calls where necessary

Provide service users with relevant and up to date service information

Research required information using available resources

Create and maintain, up to date computerised patient records and recall systems on SystmOne.

Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients

Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies

Book appointments, maintain appointment ledgers

Adhere to the Repeat Prescription Standard Operating Procedure

Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems

To participate in regular supervision and Annual Appraisal

To be responsible for own development and seek opportunities to develop knowledge and skills

To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others

To promote a high-quality approach to patient care in conjunction with the multidisciplinary team

Other duties appropriate to grade, as identified to support the functioning of the service.

Job description

Job responsibilities

Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care

Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner

Monitor specified inboxes and respond to digital communications as required

Handle patient enquiries both telephonically and digitally

Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols

Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly

Manage and resolve patient enquiries

Identify and escalate priority issues as per agreed protocols

Follow up service user calls where necessary

Provide service users with relevant and up to date service information

Research required information using available resources

Create and maintain, up to date computerised patient records and recall systems on SystmOne.

Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients

Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies

Book appointments, maintain appointment ledgers

Adhere to the Repeat Prescription Standard Operating Procedure

Proactively contribute ideas for improving the planning of service activities and/or administrative/clerical systems

To participate in regular supervision and Annual Appraisal

To be responsible for own development and seek opportunities to develop knowledge and skills

To maintain appearance and behaviour in keeping with a member of the professional team and cooperate with and gain an understanding of the professional roles of others

To promote a high-quality approach to patient care in conjunction with the multidisciplinary team

Other duties appropriate to grade, as identified to support the functioning of the service.

Person Specification

Qualifications and Training

Essential

GCSE in Maths & English Grade C or above

Desirable

NVQ or equivalent in Customer Care
Formal training in a public facing environment
Knowledge of GP computer systems, preferably SystmOne

Experience

Essential

Working with the public, preferably in a reception environment with knowledge of basic office procedures

Desirable

Telephone call handling experience

Skills and Knowledge

Essential

Good team working skills
Effective time management skills
Ability to work independently following verbal or written instructions

Desirable

Understanding the issues around safeguarding and patient confidentiality
GDPR knowledge

Person Specification

Qualifications and Training

Essential

GCSE in Maths & English Grade C or above

Desirable

NVQ or equivalent in Customer Care
Formal training in a public facing environment
Knowledge of GP computer systems, preferably SystmOne

Experience

Essential

Working with the public, preferably in a reception environment with knowledge of basic office procedures

Desirable

Telephone call handling experience

Skills and Knowledge

Essential

Good team working skills
Effective time management skills
Ability to work independently following verbal or written instructions

Desirable

Understanding the issues around safeguarding and patient confidentiality
GDPR knowledge

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

Chesterfield Royal Hospital NHS Foundation Trust

Address

Royal Primary Care West

Ashgate

S40 4AA

Employer's website

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

Employer details

Employer name

Chesterfield Royal Hospital NHS Foundation Trust

Address

Royal Primary Care West

Ashgate

S40 4AA

Employer's website

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