At a Glance
- Tasks: Manage patient calls and emails, triaging queries with empathy and professionalism.
- Company: Join Penrose Health, a dedicated team delivering high-quality primary care in London.
- Benefits: Competitive salary, full-time hours, and opportunities for personal growth.
- Other info: Fast-paced environment with a supportive team culture.
- Why this job: Make a real difference in patients' healthcare journeys while developing valuable skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 25500 - 28000 € per year.
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
- 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
Call Handler NHS - Patient Triage employer: North Lewisham PCN
Penrose Health is an exceptional employer, offering a supportive and dynamic work environment in the heart of London Bridge. With a strong focus on employee growth and development, we provide comprehensive training and opportunities for advancement within the NHS framework. Our team-oriented culture prioritises patient care, ensuring that every Call Handler plays a crucial role in making a positive impact on patients' healthcare journeys while enjoying the benefits of working in a fast-paced and rewarding setting.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler NHS - Patient Triage
✨Tip Number 1
Get to know the company! Research Penrose Health and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Call Handler, you'll need to be calm and empathetic. Role-play with a friend or family member to get comfortable with handling different types of patient queries.
✨Tip Number 3
Be proactive! If you have questions about the role or the application process, don’t hesitate to reach out. Engaging with the recruitment team can show your enthusiasm and help you stand out.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to embrace the systems we use at Penrose Health.
We think you need these skills to ace Call Handler NHS - Patient Triage
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Call Handler role. Highlight any previous experience in patient care or call handling, and don’t forget to mention your ability to stay calm under pressure!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for helping patients and your understanding of the NHS environment. Be sure to mention how you can contribute to our team at Penrose Health.
Showcase Your Communication Skills:As a Call Handler, communication is key! In your application, demonstrate your ability to communicate clearly and empathetically. Share examples of how you've successfully handled difficult conversations in the past.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at North Lewisham PCN
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Call Handler in Patient Triage. Familiarise yourself with the key tasks like triaging calls, managing patient queries, and using clinical systems. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Empathy
As a Call Handler, empathy is crucial. Prepare examples from your past experiences where you've successfully handled difficult situations with compassion. This could be in a customer service role or any situation where you had to support someone in need. Highlighting these moments will show that you can connect with patients effectively.
✨Practice Problem-Solving Scenarios
Expect to face some situational questions during your interview. Think about common challenges a Call Handler might encounter, such as managing a high volume of calls or dealing with upset patients. Practising how you would respond to these scenarios will help you feel more confident and prepared.
✨Demonstrate Your Organisational Skills
Being organised is key in this role. Be ready to discuss how you manage your time and prioritise tasks, especially in a fast-paced environment. You could mention tools or methods you use to stay on top of your workload, which will reassure the interviewers that you can handle the demands of the job.
