Senior Call Handler NHS - Patient Triage

Penrose Health is seeking experienced Senior Call Handlers to join our patient triage function at our London Bridge office. You will be a trusted, authoritative point of contact for thousands of patients across London, and accountable for the quality, safety and outcome of every interaction you handle.

You will lead patient contacts by telephone and email from first contact through to resolution. You will make sound, timely triage decisions, direct patients to the right service or clinician, and keep care pathways running safely and efficiently. You will also own the follow-up work that sits behind each contact, including medication queries, appointment coordination and the integrity of patient records. You will work in close partnership with our Contact Centre and Clinical teams, resolving issues independently and escalating only where it is clinically or operationally warranted.

This is a role for an experienced professional who exercises sound judgement under pressure, takes full ownership of outcomes, and operates with minimal supervision.