Call Handler NHS – Patient Triage Full Time

Department: Patient TriageLocation: London BridgeCompensation: £25,500 – £26,500 / yearDescriptionPenrose Health is seeking a motivated, resilient, and patient-focused Call Handler 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 ResponsibilitiesTriaging incoming patient calls and emails to ensure they are directed to the right service quickly and accuratelyProviding a calm, empathetic, and professional first point of contact for patientsManaging a high volume of calls while maintaining attention to detail and quality of serviceUsing clinical systems (e.g. EMIS) to log and track patient interactionsWorking closely with clinical and administrative teams to support patient care pathwaysProblem-solving on the spot to help patients navigate their healthcare needsCommunicating clearly with a diverse patient population, sometimes in multiple languagesMaintaining confidentiality and adhering to NHS data protection standardsContinuously learning about NHS services and medical terminology to improve triage accuracySupporting the wider Contact Centre team in delivering excellent patient experienceYou’ll Thrive Here If YouEnjoy helping people and making a positive impact in their healthcare journeyStay calm, empathetic, and professional — even when things get busyCommunicate clearly and confidently with people from all walks of lifeAre a great listener who can pick up on patient needs quickly and accuratelyWork well in a fast-paced, team-oriented environmentAre comfortable using technology and learning new systemsTake pride in being organised and detail-focusedAre proactive in solving problems and finding the best outcomes for patientsAre open to feedback and eager to grow in a supportive workplaceAppreciate the importance of confidentiality and patient trustMore InformationView the full Job Spec here