At a Glance
- Tasks: Manage patient calls and emails, triaging queries with empathy and efficiency.
- Company: Join Penrose Health, a dedicated team delivering quality primary care in London.
- Benefits: Competitive salary, full-time hours, and opportunities for professional 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
- 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 in London employer: North Lewisham PCN
North Lewisham PCN is an excellent employer that prioritises patient-centred care and fosters a collaborative work culture. With flexible working options and a strong emphasis on professional development, employees are encouraged to grow their skills while making a meaningful impact in community healthcare. Join us to be part of a progressive team dedicated to innovation and quality service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler NHS - Patient Triage in London
✨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 shows your enthusiasm and can give you valuable insights.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 in London
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. Share specific examples of how you've demonstrated empathy and professionalism in past roles.
Showcase Your Communication Skills:As a Call Handler, communication is key! In your application, emphasise your ability to communicate clearly with diverse populations. If you have experience in multiple languages, definitely mention that—it’s a big plus!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
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 Call Handler role and its responsibilities. Familiarise yourself with patient triage processes, NHS services, and common medical terminology. This will not only help you answer questions confidently but also show your genuine interest in the position.
✨Showcase Your Empathy
As a Call Handler, empathy is key. Prepare examples from your past experiences where you've demonstrated compassion and understanding, especially in high-pressure situations. This will highlight your ability to connect with patients and provide the support they need.
✨Practice Problem-Solving Scenarios
Expect situational questions that assess your problem-solving skills. Think of scenarios where you had to quickly triage a situation or resolve a patient’s issue. Practising these responses will help you articulate your thought process during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if the company is the right fit for you.
