Overview
To support NHS patients in accessing vital health reviews by making high-volume outbound calls, motivating them to book appointments that could significantly improve or save their lives. The role is central to improving patient engagement and health outcomes through proactive communication.
Responsibilities
- Make 150+ outbound calls per day to NHS patients due for clinical reviews.
- Explain the importance of health appointments in a clear, persuasive way.
- Motivate hesitant or sceptical patients to book potentially life‑saving appointments.
- Handle objections professionally, including from patients contacted multiple times.
- Work across multiple clinical areas and learn new medical terminology (training provided).
- Track performance and participate in coaching to improve booking rates.
- Record call outcomes accurately and update patient records in CRM systems.
- Meet and exceed daily, weekly, and monthly booking targets.
Qualifications
- Basic understanding of healthcare and patient engagement.
- Fluent English.
- Solid IT literacy, familiarity with CRM systems, and understanding of clinical review processes.
- High‑volume outbound calling experience.
- Confident communication and persuasion skills.
- Experience in telesales, fundraising, or door‑to‑door work.
- Ability to explain medical benefits clearly.
Behaviours
- Resilient and tenacious.
- Target‑driven mindset.
- Fast learner.
- Empathetic and patient‑focused.
- Energetic and self‑motivated.
- Comfortable working in a fast‑paced environment.
About the Company
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve. We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access. We work closely with NHS partners to deliver a full range of services from routine checks to complex, long‑term care backed by robust systems and a culture of continuous improvement. We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Call Handler - Outbound Sales in City of Westminster employer: Cardiff and Vale University Health Board
Cardiff and Vale University Health Board is an exceptional employer, offering a supportive environment for aspiring nephrologists. With a focus on professional development, extensive training, and opportunities for research and teaching, employees can thrive in their careers while contributing to meaningful patient care in a vibrant community. The work culture promotes collaboration and innovation, making it an ideal place for those looking to make a significant impact in healthcare.
Contact Details:
Cardiff and Vale University Health Board Recruitment Team
