Call Handler NHS - Patient Triage

Key Responsibilities

• Triaging incoming patient calls and emails to ensure they are directed to the right service quickly and accurately
• Providing a calm, empathetic, and professional first point of contact for patients
• Managing a high volume of calls while maintaining attention to detail and quality of service
• Using clinical systems (e.g. EMIS) to log and track patient interactions
• Working closely with clinical and administrative teams to support patient care pathways
• Problem-solving on the spot to help patients navigate their healthcare needs
• Communicating clearly with a diverse patient population, sometimes in multiple languages
• Maintaining confidentiality and adhering to NHS data protection standards
• Continuously learning about NHS services and medical terminology to improve triage accuracy
• Supporting the wider Contact Centre team in delivering excellent patient experience

You’ll thrive here if you:

• Enjoy helping people and making a positive impact in their healthcare journey
• Stay calm, empathetic, and professional — even when things get busy
• Communicate clearly and confidently with people from all walks of life
• Are a great listener who can pick up on patient needs quickly and accurately
• Work well in a fast-paced, team-oriented environment
• Are comfortable using technology and learning new systems
• Take pride in being organised and detail-focused
• Are proactive in solving problems and finding the best outcomes for patients
• Are open to feedback and eager to grow in a supportive workplace
• Appreciate the importance of confidentiality and patient trust

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