Call Handler - Patient Triage

Job summary

The Purpose of this role is to support the delivery of high-quality primary care services by accurately triaging patient queries and requests via phone and e-consults. The role is central to ensuring patients receive timely and appropriate care through effective communication and coordination with clinical teams. 

Main duties of the job

• Triage inbound calls and written inquiries (email/website) with precision and empathy.
• Maintain a professional, friendly, and calm telephone manner at all times.
• Handle high volumes of patient contact efficiently and sensitively.
• Collaborate with Contact Centre and Clinical teams to ensure smooth patient journeys.
• Use computer systems confidently, with attention to detail and accuracy.
• Apply problem-solving skills to manage diverse patient needs.
• Leverage knowledge of NHS services and medical terminology (desirable).
• Communicate effectively with a diverse patient population

Job description

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.