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Call Handler NHS - Patient Recall
Penrose Health
·
2.9
9 Holyrood StLondon SE1 2EL, London SE1 2EL
£25,000 - £34,000 a year
Permanent, Full-time
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Job details

£25,000 - £34,000 a year
Permanent, Full-time
9 Holyrood StLondon SE1 2EL, London SE1 2EL

Full job description

Description


We are seeking a resilient, motivated individual to join our Proactive Care hub as a Call Handler in our NHS appointments team. In this high-impact role, you’ll be part of a dedicated Patient Recall team focused on helping NHS patients access vital health reviews and clinical appointments.
You’ll make over 150 outbound calls per day, engaging with patients who may be unaware, hesitant, or previously unresponsive. Your goal is to build rapport quickly, explain the importance of the appointment clearly, and motivate them to take action. These conversations can have a direct impact on someone’s health - and in some cases, may even save lives.
This is a fast-paced, target-driven role where success is measured by your ability to connect, persuade, and bounce back from rejection. You’ll need strong communication skills, emotional resilience, and a genuine desire to help people. You’ll also be expected to learn quickly, as you’ll be working across multiple clinical areas and using various systems to track and record patient interactions.
If you’ve worked in outbound calling, telesales, fundraising, or any role that involves speaking to strangers and overcoming objections, and you thrive on hitting targets - this could be the perfect challenge for you.


Key Responsibilities


  • Making 150+ outbound calls per day to NHS patients due for clinical reviews.
  • Handling objections professionally, including from patients contacted multiple times.
  • Explaining the importance of health appointments in a clear, persuasive way.
  • Motivating hesitant or sceptical patients to book potentially life-saving appointments.
  • Working across multiple clinical areas and learning new medical terminology (training provided).
  • Tracking your performance and participating in coaching to improve booking rates.
  • Recording call outcomes accurately and updating patient records in CRM systems.
  • Meeting and exceeding daily, weekly, and monthly booking targets.
  • Thriving in a fast-paced, target-driven environment where resilience is key

You’ll thrive here if you:


  • Enjoy speaking to people and can build rapport quickly, even over the phone.
  • Stay calm and professional when handling objections or rejection.
  • Are motivated by targets and enjoy working in a performance-driven environment.
  • Bounce back quickly from setbacks and keep your energy high throughout the day.
  • Learn fast and are open to picking up new medical terminology and systems.
  • Take pride in helping others and want to make a meaningful impact on patient health.
  • Are confident using computers and comfortable navigating digital systems.
  • Work well independently but also enjoy being part of a supportive, goal-oriented team

More Information:


Check out the Job Description for this role and don't forget to have a look at our Main Site before applying.

We are unfortunately unable to sponsor applicants for this role, so you will need to have right to work in the UK in order to apply for this role.


About Penrose Health

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.
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