Inbound Call Handler in Sheffield, South Yorkshire

Inbound Call Handler
Location: Sheffield
Salary: £25,000–£27,000 per annum
Contract: Permanent, full-time (37.5 hours per week)
Department: Patient Services

Elevation Recruitment Group are looking for a friendly, organised and professional Inbound Call Handler to join our Clients Patient Services team. As a first point of contact, you will provide helpful and efficient support to patients, families, healthcare professionals and external partners, ensuring enquiries are handled accurately, sensitively and promptly.

Key responsibilities

• Handle inbound calls and respond to enquiries in a professional and timely manner.
• Provide clear information about referrals, appointments, waiting times and service processes.
• Book, amend and cancel appointments using internal systems.
• Maintain accurate patient records and ensure information is handled confidentially.
• Manage follow-up requests, voicemails and email enquiries.
• Identify and escalate clinical queries, safeguarding concerns and complaints through the appropriate channels.
• Communicate with empathy and adapt your approach to meet individual needs.
• Work collaboratively with colleagues to maintain service standards and improve the patient experience.

Essential requirements

• Experience in customer service, reception, call handling or a similar role.
• Excellent communication, listening and telephone skills.
• Strong organisational skills and attention to detail.
• Confident IT skills and accurate data entry.
• A calm, professional and empathetic approach, including when handling sensitive or challenging conversations.
• Understanding of confidentiality and data protection.
• Good written and numerical skills.
• Reliability and flexibility to work within a rota.

Desirable

• Experience in healthcare, the NHS or a GP practice.
• Familiarity with appointment booking or patient record systems.
• Awareness of neurodiversity and the needs of people accessing healthcare services.
• Knowledge of NHS Right to Choose processes.

We are seeking someone who is patient-focused, approachable and committed to delivering a positive experience for every caller. You will be comfortable working in a busy environment, managing competing priorities and recognising when an enquiry needs to be escalated.

If you have strong customer service skills and want to make a positive difference to people's experience of accessing healthcare, I’d would love to hear from you, contact Amy Wood at Elevation Recruitment Group.