Call Handler NHS - Patient Triage
$25,500–$28,500 year
On-siteLondon, England, United Kingdom or London Bridge, Virginia, United States
Job Summary
Triage incoming patient calls and emails to direct queries to the appropriate service or clinician while maintaining confidentiality and adhering to NHS data protection standards. Provide a calm, empathetic first point of contact for patients across London, managing high call volumes with attention to detail. Log and track interactions using clinical systems like EMIS, support appointment bookings, and process medication queries. Collaborate closely with clinical and administrative teams to ensure smooth coordination and problem-solve on the spot to help patients navigate healthcare needs.
Required Qualifications
- Experience in a fast-paced environment
- Highly organised
- Ability to balance patient-facing communication with essential administrative tasks
- Ability to communicate clearly and confidently with people from all walks of life
- Ability to work well in a fast-paced, team-oriented environment
- Comfort using technology and learning new systems
- Being organised and detail-focused
- Proactive in solving problems
- Open to feedback
- Appreciation of the importance of confidentiality and patient trust
- Ability to maintain confidentiality and adhere to NHS data protection standards
- Ability to communicate clearly with a diverse patient population, sometimes in multiple languages
- Ability to continuously learn about NHS services and medical terminology
Desired Qualifications
- Enjoy helping people and making a positive impact in their healthcare journey
- Ability to stay calm, empathetic, and professional
- Ability to be a great listener who can pick up on patient needs quickly and accurately
- Ability to take pride in being organised and detail-focused
- Ability to be proactive in solving problems and finding the best outcomes for patients
- Ability to be open to feedback and eager to grow in a supportive workplace
- Appreciation of the importance of confidentiality and patient trust
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