Part-Time Call Handler at Teldoc

Location: Euston House, Euston Way, Telford, Shropshire, TF3 4LY

Salary: £12.41 per hour

Contract Type: Permanent

Working Hours: 18 to 28 hours weekly, between 8:00 AM and 6:30 PM. Flexible schedule on a four-weekly rota. Availability on Mondays and Fridays is preferred.

Application Deadline: 16 June 2025

Job Reference: A1923-25-0047

Join the Frontline of Patient Support with Teldoc

Teldoc is a well-respected, innovative healthcare provider in Shropshire, serving a registered patient population of over 50,000 individuals across multiple sites. With our growing reach and commitment to excellence, we are expanding our team and inviting compassionate, detail-oriented candidates to apply for the role of Part-Time Call Handler at our state-of-the-art Integrated Care Navigation Centre in Telford.

This position offers an ideal balance of flexible work hours, community impact, and long-term career opportunity, all within the structured, professional framework of an NHS-affiliated provider. If you’re passionate about helping others, thrive under pressure, and are seeking a meaningful part-time role, this is the chance to make a direct difference in healthcare.

Detailed Responsibilities of the Call Handler Position

Professional Patient Communication & Interaction

• Efficiently answer a high volume of incoming calls from patients, NHS partners, pharmacies, hospitals, and emergency services.
• Maintain a warm, helpful tone and provide timely, compassionate service to all callers.
• Respond to complex or sensitive issues with discretion, empathy, and clarity.

Appointment Booking and Navigation

• Manage patient appointment scheduling via our digital booking platform.
• Support accurate care navigation by directing patients to the right healthcare service or team member.
• Follow established clinical and operational pathways to support the best patient outcomes.

Multi-Channel Communication and Support

• Support patients and other service users over the phone, email, and internal messaging systems.
• Help resolve inquiries promptly or escalate them as needed to clinical or administrative staff.
• Facilitate real-time communication during emergencies or priority calls.

Upholding Clinical Governance and Confidentiality

• Adhere strictly to data protection and confidentiality protocols.
• Accurately record call outcomes and update patient records in line with NHS standards.
• Report incidents or issues that could impact patient safety or service delivery.

Benefits and Compensation: Why Work with Teldoc?

Competitive Salary and Contract Security

• Earn £12.41 per hour, a competitive rate for part-time healthcare service roles.
• Enjoy the assurance of a permanent contract, offering long-term career stability.

Work-Life Flexibility

• Choose from a range of shifts within the operational hours of 8:00 AM to 6:30 PM.
• Ideal for professionals balancing family, study, or additional responsibilities.
• Flexible weekly schedule operating on a four-week rota.

Career Growth and Professional Development

• Gain exposure to NHS systems and real-world healthcare administration.
• Opportunities to develop and progress into more senior patient liaison or call handling roles.
• Receive thorough onboarding and ongoing training from experienced staff.

Impactful Work in Healthcare

• Be at the heart of patient support, acting as the first point of contact for those in need.
• Contribute to the smooth delivery of integrated, person-centred care.
• Work with a highly motivated, collaborative team committed to clinical excellence.

Ideal Skills, Qualifications, and Attributes

Customer Service and Call Handling Expertise

• Proven background in customer service, preferably in high-contact or fast-paced environments.
• Experience in call centres, reception, or public-facing administrative roles is highly advantageous.

Administrative and Digital Competence

• Familiarity with modern office tools and patient booking systems.
• High degree of accuracy when entering data and logging call outcomes.
• Ability to quickly adapt to new systems and digital tools.

Excellent Communication Skills

• Clear, calm, and professional phone manner.
• Ability to listen actively, clarify issues, and explain procedures in an accessible way.
• Empathy and patience when engaging with distressed, ill, or vulnerable callers.

Organised and Resilient

• Comfortable handling pressure during busy call volumes.
• Well-organized with the ability to multitask without compromising quality.
• Capable of working independently while contributing effectively to a team.

Schedule Flexibility

• Must be fully flexible to work different shifts between Monday to Friday.
• Availability on Mondays and Fridays is strongly preferred due to service demand.

What Makes This Role Unique?

Your First Step into Healthcare

This position is an excellent entry-level NHS role ideal for anyone wanting to start a career in the healthcare sector without clinical qualifications. It gives insight into:

• Integrated care systems
• Patient behaviour and need management
• Real-time healthcare communication

Gateway to NHS-Affiliated Opportunities

• Leverage your experience into other administrative, clinical support, or specialist care navigation positions.
• Build familiarity with NHS standards, policies, and systems.
• Engage in regular learning and development initiatives supported by Teldoc.

Teldoc’s Working Environment and Team Culture

Workplace Setting

• Work from Euston House, Telford, a professional, supportive, and digitally equipped office environment.
• Engage directly with patients, team members, and other NHS partners in real time.

Facilities and Support

• Access to NHS systems including EMIS, Docman, and other patient interface tools.
• Modern equipment, comfortable workspaces, and continuous IT support.

Team Collaboration

• Work alongside care navigators, clinicians, and administrative coordinators.
• Participate in team briefings, training sessions, and service improvement initiatives.

Understanding the Integrated Care Navigation Centre

Teldoc’s Integrated Care Navigation Centre is a vital resource that unifies all patient-facing contact points into one responsive unit. Designed with NHS best practices in mind, the centre:

• Helps minimise delays in patient access to care.
• Ensures seamless information flow between clinicians and patients.
• Offers a single, reliable point of contact for patients navigating appointments, test results, and more.

Call handlers here are key to delivering quality service by ensuring patients are guided, supported, and empowered every step of the way.

Step-by-Step Application Process

How to Apply

Interested applicants should submit an up-to-date CV with details of:

• Relevant customer service or admin roles.
• Examples of handling calls or service requests under pressure.
• Familiarity with healthcare or digital communication systems.
• Availability and flexibility for part-time scheduling.

Apply Here

What We’re Looking For

Applications will be reviewed based on:

• Communication clarity
• IT and organisational skills
• Healthcare service experience (if applicable)
• Schedule availability and flexibility

Interview Format

• Shortlisted candidates may undergo a telephone interview followed by a face-to-face or virtual assessment.
• You may be asked to demonstrate your telephone manner, system understanding, or provide scenarios on handling patient queries.

Application Deadline

Submit your application by 16 June 2025. Applications are reviewed on a rolling basis, so early submission is recommended.

Why You Should Apply – Make a Tangible Difference Every Day

This isn’t just a job—it’s your chance to be part of a modern, integrated care team, making an everyday impact in the lives of patients across Telford. As a Part-Time Call Handler, you’ll ensure patients receive the care and information they need, with dignity, compassion, and speed.

Whether you’re just starting out, returning to work, or seeking a stable, flexible part-time role, Teldoc welcomes your talent, your voice, and your passion.