Call Handler NHS - Patient Triage
Application Deadline: 14 July 2026
Department: Patient Triage
Employment Type: Permanent - Full Time
Location: London Bridge
Compensation: £25,500 - £28,500 / year
Description
Penrose 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 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
You'll thrive here if you:
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
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