Job summary
The Purpose of this role is to support the delivery of high-quality primary care services by accurately triaging patient queries and requests via phone and e-consults. The role is central to ensuring patients receive timely and appropriate care through effective communication and coordination with clinical teams.
Main duties of the job
- Triage inbound calls and written inquiries (email/website) with precision and empathy.
- Maintain a professional, friendly, and calm telephone manner at all times.
- Handle high volumes of patient contact efficiently and sensitively.
- Collaborate with Contact Centre and Clinical teams to ensure smooth patient journeys.
- Use computer systems confidently, with attention to detail and accuracy.
- Apply problem-solving skills to manage diverse patient needs.
- Leverage knowledge of NHS services and medical terminology (desirable).
- Communicate effectively with a diverse patient population
About us
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.
Learn more at penrosehealth.co.uk.
Job description
Job responsibilities
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 highquality 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 fastpaced environment, is highly organised, and can balance patientfacing communication with essential administrative tasks.
Person Specification
Knowledge
Essential
- Basic understanding of patient confidentiality and data protection principles
Desirable
- Knowledge of NHS services and medical terminology
Skills
Essential
- Excellent communication and listening skills
- Strong attention to detail
- Proficient computer and keyboard skills
- Ability to manage high call volumes calmly and efficiently
Desirable
- Experience using EMIS or similar clinical systems
- Multilingual communication skills
Behaviours
Essential
- Empathetic and patient-focused approach
- Professional and calm under pressure
- Team-oriented and collaborative
- Proactive problem-solving attitude
- Adaptable to change in a fast-paced environment
- Eager to learn and improve
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Penrose Health
Address
9 Holyrood St
London
London
SE1 2EL
United Kingdom
Employer's website
https://www.penrosehealth.co.uk/ (Opens in a new tab)
Call Handler - Patient Triage in London employer: Penrose Health
Penrose Health is an exceptional employer that prioritises the wellbeing of its staff and patients alike, offering a collaborative environment where you can thrive alongside a dedicated multidisciplinary team. With a focus on reduced administrative burdens and ample opportunities for professional development, including potential GP trainer roles, you'll find a fulfilling career path in our London locations that values both personal and professional growth.
