Call Handler NHS - Patient Recall

We are seeking a resilient, motivated individual to join our Proactive Care hub as a Call Handler in our NHS appointments team. In this high-impact role, youll be part of a dedicated Patient Recall team focused on helping NHS patients access vital health reviews and clinical appointments.

Youll make over 150 outbound calls per day, engaging with patients who may be unaware, hesitant, or previously unresponsive. Your goal is to build rapport quickly, explain the importance of the appointment clearly, and motivate them to take action. These conversations can have a direct impact on someones health - and in some cases, may even save lives.

This is a fast-paced, target-driven role where success is measured by your ability to connect, persuade, and bounce back from rejection. Youll need strong communication skills, emotional resilience, and a genuine desire to help people. Youll also be expected to learn quickly, as youll be working across multiple clinical areas and using various systems to track and record patient interactions.

If youve worked in outbound calling, telesales, fundraising, or any role that involves speaking to strangers and overcoming objections, and you thrive on hitting targets - this could be the perfect challenge for you.

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.

Knowledge

Essential: - Basic understanding of healthcare and patient engagement; - Fluent English; - Solid IT literacy

Desirable: - Familiarity with CRM systems; - Understanding of clinical review processes

Skills

Essential: - Confident communication and persuasion; - Objection handling

Desirable: - High-volume outbound calling; - Experience in telesales, fundraising, or door-to-door work; - Ability to explain medical benefits clearly

Behaviours