NHS Call Handler (Patient Triage)

NHS Call Handler (Patient Triage)

Department: Patient Triage

Employment Type: Full Time

Location: London Bridge

Compensation: £24,000 – £25,000 / year

Description

Penrose Health is seeking a motivated and resilient Call Handler to join our patient triage team. Based in our London Bridge office, you will play a key role in supporting the delivery of high-quality primary care services to thousands of patients across London. As the first point of contact, you will triage inbound queries and requests via phone and email, ensuring patients are directed to the right services quickly and compassionately. You’ll work closely with our Contact Centre and Clinical teams to ensure every patient receives timely and appropriate care.

You’ll be doing things like:

• 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

More information:

Check out the Job Description for this role and don\’t forget to have a look at our Main Site before applying.

We are unfortunately unable to sponsor applicants for this role, so you will need to have right to work in the UK in order to apply for this role.