This is a call handler post in the patient triage team at Penrose Health, a primary care provider in South East London. The job centres on taking patient queries by phone, email and e-consult, assessing each need and routing it to the right service or clinician, alongside medication queries and appointment booking support. It suits a fast-paced, high-volume setting that works closely with the Contact Centre and clinical teams. Fit depends on computer confidence and a grasp of confidentiality and data protection.
What the job involves
- Triage inbound calls and written queries by phone, email and website with precision and empathy
- Assess patient needs and direct them to the most appropriate service or clinician in a timely way
- Handle high volumes of patient contact efficiently and sensitively
- Process medication queries
- Support appointment bookings
- Follow up on patient requests
- Accurately update patient records
- Work with Contact Centre and clinical teams to keep patient journeys smooth
- Maintain a professional, friendly and calm telephone manner
- Use computer systems with attention to detail and accuracy
- Apply problem-solving to diverse patient needs
- Communicate effectively with a diverse patient population
What's required
Skills & knowledge
- Basic understanding of patient confidentiality and data protection principles
- Excellent communication and listening skills
- Strong attention to detail
- Proficient computer and keyboard skills
- Managing high call volumes calmly and efficiently
Other
- 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
Nice to have
- Knowledge of NHS services and medical terminology
- Experience using EMIS or similar clinical systems
- Multilingual communication skills
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Contact Details:
The Methodist Church in Britain Recruitment Team
