NHS Call Handler; Patient Triage

Overview

NHS Call Handler Penrose Health is seeking a motivated and resilient Call Handler to join our patient triage team. Based in our London Bridge office, you will support the delivery of high-quality primary care services to thousands of patients across London. As the first point of contact, you will triage inbound queries and requests via phone and email, ensuring patients are directed to the right services quickly and compassionately.

You’ll work closely with our Contact Centre and Clinical teams to ensure every patient receives timely and appropriate care.

• 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

• Experience in a customer service or healthcare/triage role is preferred
• Ability to remain calm, empathetic, and professional under pressure
• Strong written and verbal communication skills
• Proficiency with technology and willingness to learn new systems
• Organised and detail-focused with good time-management
• Proactive problem-solving and a patient-focused approach
• Respect for confidentiality and patient trust

Location:

London Bridge

Compensation: £24,000 - £25,000 / year

Department:
Patient Triage

Check out the Job Description for this role and the Main Site before applying. We are unable to sponsor applicants for this role, so you will need to have the right to work in the UK to apply.