Patient Triage Quality & Performance Lead

Penrose Health; Greater London; Hybrid; GBP 37,000 - 40,000; Full time

Job summary

Penrose Health in London Bridge is seeking a Patient Triage Call Centre Manager to lead the Patient Triage team and ensure every call is handled with empathy, accuracy, and efficiency. This permanent, full-time role offers £37,000–£40,000 per year and places you at the heart of fast-paced clinical operations.

You will own service quality, conduct call audits, monitor KPIs such as response times and booking accuracy, and coach staff to deliver outstanding patient care while safeguarding NHS

Responsibilities

• Lead and motivate the contact centre team to deliver consistent, patient-focused service.
• Produce and maintain daily, weekly, monthly, and quarterly performance reports to track call quality, KPI outcomes, and operational trends.
• Foster a positive, accountable culture where staff feel confident and supported.
• Train new starters and upskill existing staff on systems, processes, and patient communication.
• Audit calls and booking workflows to ensure accuracy, compliance, and high-quality interactions.
• Provide coaching and feedback to improve individual and team performance.
• Monitor KPIs such as call handling times, abandonment rates, booking accuracy, and patient satisfaction.
• Identify trends and implement improvements to workflows and service delivery.
• Resolve complex patient queries and complaints efficiently and professionally.
• Support staff under pressure, troubleshooting issues with clinical teams and management.
• Collaborate with clinical and operational teams to maintain smooth communication and processes.
• Promote continuous improvement and ensure compliance with NHS standards and safeguarding policies.

Job description

Penrose Health in London Bridge is seeking a Patient Triage Call Centre Manager to lead the Patient Triage team and ensure every call is handled with empathy, accuracy, and efficiency. This permanent, full-time role offers £37,000–£40,000 per year and places you at the heart of fast-paced clinical operations.

You will own service quality, conduct call audits, monitor KPIs such as response times and booking accuracy, and coach staff to deliver outstanding patient care while safeguarding NHS