Call Handler NHS - Patient Triage

Penrose Health; Greater London; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Penrose Health is seeking a motivated Call Handler for the London Bridge-based Patient Triage team. You will triage inbound queries via telephone and email, directing patients to the right service with empathy and efficiency, while handling administrative tasks and updating records.

You will work closely with the Contact Centre and Clinical teams in a fast-paced environment, balancing patient-facing duties with accurate data entry and NHS safeguarding practices.

Qualifications

• Experience in a busy call centre or patient-facing role.
• Ability to triage and direct to services.
• Confidentiality and NHS data protection knowledge.

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

Skills

Empathy

Clear communication

Multilingual (some languages)

Organised

Attention to detail

Teamwork

Tech-savvy

Tools

EMIS

Job description

Call Handler NHS - Patient Triage

Application Deadline: 6 November 2026

Department: Patient Triage

Employment Type: Permanent - Full Time

Location: London Bridge

Compensation: £25,500 - £28,500 / year

Description

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, 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 patientsAre open to feedback and eager to grow in a supportive workplace
• Appreciate the importance of confidentiality and patient trust

More information:

View the full Job Spec here