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Call Handling Executive

  • Location


  • Sector:

  • Salary:


  • Contact:

    Jennifer Gale

  • Contact email:

  • Contact phone:


  • Published:

    13 days ago

  • Duration:

    6 months

  • Expiry date:


Role: Call Handling Executive

Hours: 40 hours per week, including some later evenings and weekends based on a rota

Location: Central London

Reporting to: Call Centre Manager

Pay Rate: £11.78 per hour

We are looking for an experienced 5* call handling executive, for a 6-month contract working within a private clinic in central London.

This is a great opportunity to join a well-established company, which can offer full-time hours on a rota basis.


Schedules all patient appointments in a professional, accurate, and courteous manner. Ensures the patient feels welcome to the clinic. Monitor and modify provider scheduling templates as necessary to maximise efficiency.

Appointment Scheduling:

  • Answering new patient incoming calls

  • Engaging callers and converting new leads

  • Book existing patient appointments

  • Describing the treatments and benefits

  • Credential the medical team/clinic

  • Answering calls promptly, greeting callers warmly and listening carefully

  • Making calls, transferring calls and accessing voicemail as appropriate (voicemails must be returned within 1 hour)

  • Conducting daily review of schedule status for the remainder of the week and the following two weeks

  • Scheduling all appointments with the appropriate provider using the booking system

  • To always look at different options for appointments and promote all practitioners

  • Confirming daily appointments when required

  • Cancelling & rescheduling appointments as necessary; conducting follow-up on DNA’s

  • Checking of the priority list regularly to see if any requests can be implemented

  • Recording of any patient complications in the patient complications log with a brief note in the communications book and to bring to the attention of the FOH Manager or Operations Manager

  • Manage all booking enquiries efficiently via email and telephone

  • Liaise with the Buckinghamshire & London clinic on a daily basis

  • Liaise with the practitioners daily regarding their diaries.

  • Monitor and modify the providers’ daily schedules to maximise occupancy

  • Ensure all complaints are brought to the attention of the Call Centre Manager or Operations Manager

  • Ensure deposits are taken for necessary treatments at the time of booking

  • Promote all practitioners within the clinic

  • Always maintain confidentiality

  • Carry out ‘End Of Day’ reconciliations

  • Report any payment or bookings errors immediately to the Call Centre Manager

  • Attend Admin team meetings & other meetings as required

Miscellaneous Duties:

  • Assist with general office duties

  • Work in accordance with the policies and procedures of the Clinic.

  • Any other duties as required by the company.