Call Handler NHS - Patient RecallNHS

Job summary

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, youll be part of a dedicated Patient Recall team focused on helping NHS patients access vital health reviews and clinical appointments.

Youll 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 someones 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. Youll need strong communication skills, emotional resilience, and a genuine desire to help people. Youll also be expected to learn quickly, as youll be working across multiple clinical areas and using various systems to track and record patient interactions.

If youve 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.

Main duties of the job

• Making 150+ outbound calls per day to NHS patients due for clinical reviews.
• Explaining the importance of health appointments in a clear, persuasive way.
• Motivating hesitant or sceptical patients to book potentially life-saving appointments.
• Handling objections professionally, including from patients contacted multiple times.
• 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

Job description

To support NHS patients in accessing vital health reviews by making high-volume outbound calls, motivating them to book appointments that could significantly improve or save their lives. The role is central to improving patient engagement and health outcomes through proactive communication.

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. 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.