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For Companies At a Glance
- Tasks: Triage patient calls and emails, ensuring quick and compassionate service.
- Company: Join Penrose Health, a key player in London's healthcare system.
- Benefits: Competitive salary, supportive team environment, and opportunities for growth.
- Why this job: Make a real difference in patients' lives while developing valuable skills.
- Qualifications: Customer service experience preferred; strong communication and problem-solving skills required.
- Other info: Dynamic role in a fast-paced environment with a focus on patient care.
The predicted salary is between 19200 - 20000 £ per year.
Penrose Health is seeking a motivated and resilient Call Handler to join our patient triage team. Based in our London Bridge office, you will support 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.
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
Requirements / Qualifications
- Experience in a customer service or healthcare/triage role is preferred
- Ability to remain calm, empathetic, and professional under pressure
- Strong written and verbal communication skills
- Proficiency with technology and willingness to learn new systems
- Organised and detail-focused with good time-management
- Proactive problem-solving and a patient-focused approach
- Respect for confidentiality and patient trust
Additional Information
- Location: London Bridge
- Compensation: £24,000 - £25,000 / year
- Department: Patient Triage
We are unable to sponsor applicants for this role, so you will need to have the right to work in the UK to apply.
NHS Call Handler (Patient Triage) employer: Penrose Health
Contact Detail:
Penrose Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land NHS Call Handler (Patient Triage)
✨Tip Number 1
Get to know the NHS and Penrose Health! Familiarise yourself with their services and values. This will help you connect better during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Call Handler, you'll need to be calm and clear. Try role-playing with a friend or family member to get comfortable with handling different types of patient queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully navigated challenges. This will demonstrate your ability to think on your feet, which is crucial for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace NHS Call Handler (Patient Triage)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the NHS Call Handler role. Highlight your experience in customer service or healthcare, and show us how your skills match what we're looking for!
Showcase Your Communication Skills: Since you'll be the first point of contact for patients, it's crucial to demonstrate your strong written and verbal communication skills. Use clear and concise language in your application to reflect this.
Emphasise Empathy and Problem-Solving: We want to see that you can remain calm and empathetic under pressure. Share examples from your past experiences where you've successfully handled challenging situations or helped someone navigate their healthcare needs.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Penrose Health
✨Know Your NHS Basics
Familiarise yourself with the NHS services and medical terminology relevant to the role. This will not only help you answer questions confidently but also show your genuine interest in the position.
✨Practice Empathy
As a Call Handler, you'll need to demonstrate empathy and professionalism. Practice responding to hypothetical patient queries with a calm and compassionate tone, as this will be crucial during your interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully navigated challenging situations in previous roles. Highlight your ability to think on your feet and provide solutions, as this is key for triaging patient calls effectively.
✨Be Tech-Savvy
Brush up on your tech skills, especially with systems like EMIS. If you have experience with similar software, be ready to discuss it. If not, express your willingness to learn quickly, as this will be important for logging and tracking patient interactions.
