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 high-quality primary care services to thousands of patients across London.
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.
Benefits: No specific benefits mentioned.
Person Specification:
- Essential skills: Excellent communication and listening skills, Strong attention to detail, Proficient computer and keyboard skills, Ability to manage high call volumes calmly and efficiently.
- Desirable skills: Experience using EMIS or similar clinical systems, Multilingual communication skills, Knowledge of NHS services and medical terminology.