About this role
Penrose Health is seeking experienced Senior Call Handlers to join our patient triage function at our London Bridge office.
You will be a trusted, authoritative point of contact for thousands of patients across London, and accountable for the quality, safety and outcome of every interaction you handle.
You will lead patient contacts by telephone and email from first contact through to resolution.
You will make sound, timely triage decisions, direct patients to the right service or clinician, and keep care pathways running safely and efficiently.
You will also own the follow-up work that sits behind each contact, including medication queries, appointment coordination and the integrity of patient records.
You will work in close partnership with our Contact Centre and Clinical teams, resolving issues independently and escalating only where it is clinically or operationally warranted.
This is a role for an experienced professional who exercises sound judgement under pressure, takes full ownership of outcomes, and operates with minimal supervision.
- Taking full ownership of every patient query from first contact through to resolution, accountable for the outcome and driving it to a satisfactory conclusion Working autonomously, managing your own workload and priorities and making confident decisions without day-to-day direction Resolving complex, ambiguous or non-standard queries independently, and judging for yourself when escalation is genuinely required Mentoring and supporting junior call handlers, offering guidance, advice and practical support to help them develop their skills and confidence Exercising clinical-safety judgement to triage a high volume of patient contacts, determining the right service, clinician and level of urgency for each Serving as the authoritative first point of contact, providing reassurance and clear direction, including to patients who are distressed or in complex circumstances Safeguarding the accuracy and integrity of patient records on clinical systems (e.g. EMIS), to a high standard of documentation and governance Acting as a key link between the Contact Centre and clinical teams, coordinating care pathways and anticipating issues before they escalate Upholding NHS data protection and confidentiality standards, handling sensitive information with discretion Applying and continually developing your knowledge of NHS services, care pathways and medical terminology to sharpen triage accuracy Contributing to service quality and performance across the Contact Centre, sharing good practice and helping to raise standards.