Posted 1 month ago
Call Handler NHS - Patient Triage
LondonOn-site
AI Summary
Manages inbound patient calls and emails, triages healthcare needs, and directs patients to the appropriate service or clinician while maintaining accurate records and coordinating with clinical teams.
About this role
Penrose Health is seeking motivated, resilient, and patient-focused Call Handlers to join our busy patient triage team. Based in our London Bridge office, you will play a vital role in supporting the delivery of high‑quality primary care services to thousands of patients across London.
As the first point of contact for our patients, you will manage and triage inbound queries and requests via telephone and email, responding with empathy, professionalism, and efficiency. You will assess patient needs and ensure they are directed to the most appropriate service or clinician in a timely manner, helping to maintain safe and effective care pathways.
In addition to call handling, the role includes a range of administrative responsibilities, such as following up on patient requests, processing medication queries, supporting appointment bookings, and accurately updating patient records. You will work closely with our Contact Centre and Clinical teams, ensuring clear communication and smooth coordination so that every patient receives timely, appropriate, and compassionate care.
This role is well suited to someone who thrives in a fast‑paced environment, is highly organised, and can balance patient‑facing communication with essential administrative tasks.
Key Responsibilities
- Triaging incoming patient calls and emails to ensure they are directed to the right service quickly and accurately
- Providing a calm, empathetic, and professional first point of contact for patients
- Managing a high volume of calls while maintaining attention to detail and quality of service
- Using clinical systems (e.g. EMIS) to log and track patient interactions
- Working closely with clinical and administrative teams to support patient care pathways
- Problem-solving on the spot to help patients navigate their healthcare needs
- Communicating clearly with a diverse patient population, sometimes in multiple languages
- Maintaining confidentiality and adhering to NHS data protection standards
- Continuously learning about NHS services and medical terminology to improve triage accuracy
- Supporting the wider Contact Centre team in delivering excellent patient experience
Skills, Knowledge & Expertise
- Enjoy helping people and making a positive impact in their healthcare journey
- Stay calm, empathetic, and professional — even when things get busy
- Communicate clearly and confidently with people from all walks of life
- Are a great listener who can pick up on patient needs quickly and accurately
- Work well in a fast-paced, team-oriented environment
- Are comfortable using technology and learning new systems
- Take pride in being organised and detail-focused
- Are proactive in solving problems and finding the best outcomes for patients
- Are open to feedback and eager to grow in a supportive workplace
- Appreciate the importance of confidentiality and patient trust
Benefits
Skills
Appointment BookingsEMISMedical TerminologyMedication QueriesNHS Data Protection StandardsPatient Records ManagementPatient Triage
Explore related jobs
More jobs at Penrose Health
- Call Handler NHS - Patient RecallLondon Bridge
- NHS Medical Administrator - GP PracticeKingfisher Medical Centre & Kingfisher Surrey Docks
- Healthcare AssistantSouth East London Sites
- Lead Practice NurseSouth East London Sites
- Pharmacy Technician/DispenserKingfisher Medical Centre & Kingfisher Surrey Docks
- Reception Supervisor NHS - Patient ServicesKingfisher Medical Centre & Kingfisher Surrey Docks
Similar Appointment Bookings jobs
Jobs in London
Senior Onsite IT Engineer (Wandsworth)eduthing · London Borough of Wandsworth, Greater London
Global Change FacilitatorBioPhorum · London, Greater London
Sr Backend EngineerParser Limited · City of London, UK#UK
Lead Project Manager for Offshore Wind (UK)Wood Thilsted · London, Greater London
Regional Procurement Manager (EMEA)SailGP · London, Kensington and Chelsea
Deputy General ManagerRhodium RH-45- · London, United Kingdom
Browse these categories
Market data for this role
All reports →- SeriesRole reportsOne role family at a time: how many openings, what changed this week, who is hiring, what it pays.
- SeriesSalary reportsWhat employers publish in job postings, by level and workplace. Not self-reported pay.
- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.