About this role
Job summary
Penrose Health is seeking a motivated, resilient, and patient-focused Call Handler to join our busy patient triage team. Based in our London Bridge office, you will play a vital role in supporting the delivery of highquality primary care services to thousands of patients across London.
As the first point of contact for our patients, you will manage and triage inbound queries and requests via telephone and email, responding with empathy, professionalism, and efficiency. You will assess patient needs and ensure they are directed to the most appropriate service or clinician in a timely manner, helping to maintain safe and effective care pathways.
In addition to call handling, the role includes a range of administrative responsibilities, such as following up on patient requests, processing medication queries, supporting appointment bookings, and accurately updating patient records. You will work closely with our Contact Centre and Clinical teams, ensuring clear communication and smooth coordination so that every patient receives timely, appropriate, and compassionate care.
This role is well suited to someone who thrives in a fastpaced environment, is highly organised, and can balance patientfacing communication with essential administrative tasks.
Main duties of the job
Triaging incoming patient calls and emails to ensure they are directed to the right service quickly and accuratelyProviding a calm, empathetic, and professional first point of contact for patientsManaging a high volume of calls while maintaining attention to detail and quality of serviceUsing clinical systems (e.g. EMIS) to log and track patient interactionsWorking closely with clinical and administrative teams to support patient care pathwaysProblem-solving on the spot to help patients navigate their healthcare needsCommunicating clearly with a diverse patient population, sometimes in multiple languagesMaintaining confidentiality and adhering to NHS data protection standardsContinuously learning about NHS services and medical terminology to improve triage accuracySupporting the wider Contact Centre team in delivering excellent patient experience
About us
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.
We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement.
We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Learn more at penrosehealth.co.uk.
Job description Job responsibilities
Purpose of the role
To support the delivery of high-quality primary care services by accurately triaging patient queries and requests. The role is central to ensuring patients receive timely and appropriate care through effective communication and coordination with clinical teams.
Key relationships
Patients acting as their first point of contact, offering support and guidance with empathy and professionalism.Contact Centre Team collaborating with colleagues to manage patient queries efficiently and maintain service quality.Clinical Teams liaising with GPs, nurses, and other healthcare professionals to ensure patients are triaged appropriately.Administrative Staff supporting practice operations and ensuring smooth communication across departments.
Person Specification
Knowledge Essential
Basic understanding of patient confidentiality and data protection principles
Desirable
Knowledge of NHS services and medical terminology
Skills Essential
Excellent communication and listening skills Strong attention to detail Proficient computer and keyboard skills Ability to manage high call volumes calmly and efficiently
Desirable
Experience using EMIS or similar clinical systems Multilingual communication skills
Behaviours Essential
Empathetic and patient-focused approach Professional and calm under pressure Team-oriented and collaborative Proactive problem-solving attitude
Desirable
Adaptable to change in a fast-paced environment Eager to learn and improve
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Penrose Health
Address 9 Holyrood St
London
London
SE1 2EL
United Kingdom
Employer's website https://www.penrosehealth.co.uk/ (Opens in a new tab)