Patient Triage Call Handler – NHS Care Coordinator

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

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.