Call Handler - Patient Triage

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.

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 patient confidentiality and data protection principles

Desirable: - Knowledge of NHS services and medical terminology

Skills

Desirable: - Experience using EMIS or similar clinical systems; - Multilingual communication skills

Behaviours