Patient Triage Centre Lead — KPI & Quality Coach

Penrose Health; Royal Borough of Greenwich; On-site; GBP 42,000 - 64,000; Full time

Job summary

Penrose Health is seeking a manager for its patient triage contact centre within an NHS GP practice setting. You will lead the team, audit calls and booking workflows, track KPIs, and coach staff to handle patient queries safely and efficiently. Collaboration with clinical teams will be essential to resolve complex issues.

The role focuses on quality and performance, with ongoing coaching, reporting, and process improvement to maintain high patient-satisfaction standards.

Qualifications

• Experience in contact or call centre operations.
• Experience managing KPIs.
• Coaching experience.

Responsibilities

• Lead and motivate the contact centre team to deliver patient-focused service.
• Audit calls and booking workflows for accuracy and quality.
• Produce daily, weekly, monthly and quarterly performance reports.
• Provide coaching and feedback to improve individual and team performance.
• Train new starters and upskill existing staff on systems, processes and patient communication.
• Resolve complex patient queries and complaints with clinical teams.
• Support staff under pressure and troubleshoot issues with clinical teams and management.
• Identify trends and implement workflow and service improvements.
• Foster a positive, accountable culture.
• Collaborate with clinical and operational teams.
• Ensure compliance with NHS standards and safeguarding policies.

Skills

Team management

KPI management

Coaching

Customer service

Auditing

Feedback

Communication

Job description

Penrose Health is seeking a manager for its patient triage contact centre within an NHS GP practice setting. You will lead the team, audit calls and booking workflows, track KPIs, and coach staff to handle patient queries safely and efficiently. Collaboration with clinical teams will be essential to resolve complex issues.

The role focuses on quality and performance, with ongoing coaching, reporting, and process improvement to maintain high patient-satisfaction standards.