Call Handler - Patient Triage

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. Penrose Health Call Handler - Patient Triage The closing date is 06 November 2026 Apply for this job 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 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 . Details Date posted 16 October 2026 Pay scheme Other Salary £25,500 to £28,500 a year Contract Permanent Working pattern Full-time, Part-time Reference number 593339 Job locations 9 Holyrood St London London SE1 2EL United Kingdom Job description Job responsibilities 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. Job description Job responsibilities Penrose Health is seeking a motivated, resilient, and patient-focused Call Handler to join our bu