Job summary
HUC is thriving. There is lots to do,
which means new opportunities, new challenges, and great personal and
professional development. We never stand still. Neither will you. HUC is
committed to investing in its people: growing talent and creating new
opportunities.
We offer you fully paid training to be become an NHS
111 Health advisor at our state-of-the-art call centre.
As an NHS 111 Health advisor you will take inbound calls making you the
first point of contact for patients, their relatives and healthcare
professionals managing urgent and non-urgent cases when they call for medical
advice.
Using your training to navigate the NHS Pathway software, you will be
charged with assessing the patients condition and ensuring they are directed
to the most appropriate healthcare professional or service including advice on
how to manage their symptoms at home
This role requires someone who is able to keep a
clear mind, deal with pressure and can demonstrate excellent communications
skills.
Training will take place in a 6-week training course that will
have you fully comprehensive in operating our internal systems.
As we are a 24/7 service, we have a variety of rota
patterns covering days, evenings and overnights with a requirement to work
certain weekend shifts, with opportunities to work additional hours above
contract to increase income potential.
Main duties of the job
To
deliver an effective, safe and competent call handling service for callers to
NHS111 which includes
patients, their representatives and Healthcare professionals. To
represent the organisation in a professional and courteous manner in accordance
with agreed protocols Be
responsible for the prioritisation of presenting clinical symptoms, supported by
decision support software
throughout a 24-hour period. Using the NHS Pathways software, you will provide
the appropriate response based on the patients symptoms/needs To
ensure that patients are prioritised appropriately and directed to the most
appropriate service. This
could be to transfer the call to a clinician in the contact centre, despatch an
ambulance in thecase
of an emergency or refer onto or provide information about other available
services.
To
work within the integrated governance process at HUC and comply with its
requirements
About us
Every patient
deserves our highest standard of care and commitment. In working together
innovatively, transparently and constructively with the local community and
stakeholders, we can deliver services which meet their specific needs. We learn
by listening to patients views and experiences. We are passionate about
sharing our knowledge and expertise buy encouraging dialogue both internally
and externally to meet our high expectations for patients.
Job description
Job responsibilities
As an NHS 111 Call Handler you will be the first point of
contact for patients, their relatives and healthcare professionals managing
urgent and non-urgent cases when they call for medical advice. Using the NHS Pathway software, you will be charged with
assessing the patients condition and ensuringthey are directed to the most appropriate healthcare
professional or service including advice on how to manage their symptoms at home. As part of an integrated urgent care team, and will work
with non-clinical and clinical colleagues, including healthcare professionals such as nurses, doctors, allied
health professionals, pharmacists and dentists.
In this role you will be trained to use advanced
listening and probing skills, to ensure that every patient is provided with
clear advice and signposted correctly
To
deliver an effective, safe and competent call handling service for callers to
NHS111 which includes
patients, their representatives and Healthcare professionals To
represent the organisation in a professional and courteous manner in accordance
with agreed protocols Be
responsible for the prioritisation of presenting clinical symptoms, supported by
decision support software
throughout a 24-hour period. Using the NHS Pathways software, you will provide
the appropriate response based on the patients symptoms/needs To
ensure that patients are prioritised appropriately and directed to the most
appropriate service. This
could be to transfer the call to a clinician in the contact centre, despatch an
ambulance in thecase
of an emergency or refer onto or provide information about other available
services. Liaising
with other agencies and healthcare providers to ensure patients are
appropriately directed Identify
issues which may negatively impact upon service delivery and reporting these on
to theManager
on duty in a timely fashion To
work co-operatively within the organisation, sharing and utilising areas of
knowledge and skills to
enhance patient care Reflect
the diversity of needs in healthcare communities by utilising all available
resources to facilitate access
to the service where there are barriers to communication and understanding, e.g.,
interpretation services To
work within the integrated governance process at HUC and comply with its
requirements To
identify and highlight appropriately any issues regarding a vulnerable child or
adult To
ensure appropriate and effective communication links with other providers and
services e.g., the ambulance
service.To
undertake and engage with personal development, education, training and
meetings To
participate in own development, self-review and appraisal, identifying areas of
need for personal development in order to meet with service requirements
Job description
Job responsibilities
As an NHS 111 Call Handler you will be the first point of
contact for patients, their relatives and healthcare professionals managing
urgent and non-urgent cases when they call for medical advice. Using the NHS Pathway software, you will be charged with
assessing the patients condition and ensuringthey are directed to the most appropriate healthcare
professional or service including advice on how to manage their symptoms at home. As part of an integrated urgent care team, and will work
with non-clinical and clinical colleagues, including healthcare professionals such as nurses, doctors, allied
health professionals, pharmacists and dentists.
In this role you will be trained to use advanced
listening and probing skills, to ensure that every patient is provided with
clear advice and signposted correctly
To
deliver an effective, safe and competent call handling service for callers to
NHS111 which includes
patients, their representatives and Healthcare professionals To
represent the organisation in a professional and courteous manner in accordance
with agreed protocols Be
responsible for the prioritisation of presenting clinical symptoms, supported by
decision support software
throughout a 24-hour period. Using the NHS Pathways software, you will provide
the appropriate response based on the patients symptoms/needs To
ensure that patients are prioritised appropriately and directed to the most
appropriate service. This
could be to transfer the call to a clinician in the contact centre, despatch an
ambulance in thecase
of an emergency or refer onto or provide information about other available
services. Liaising
with other agencies and healthcare providers to ensure patients are
appropriately directed Identify
issues which may negatively impact upon service delivery and reporting these on
to theManager
on duty in a timely fashion To
work co-operatively within the organisation, sharing and utilising areas of
knowledge and skills to
enhance patient care Reflect
the diversity of needs in healthcare communities by utilising all available
resources to facilitate access
to the service where there are barriers to communication and understanding, e.g.,
interpretation services To
work within the integrated governance process at HUC and comply with its
requirements To
identify and highlight appropriately any issues regarding a vulnerable child or
adult To
ensure appropriate and effective communication links with other providers and
services e.g., the ambulance
service.To
undertake and engage with personal development, education, training and
meetings To
participate in own development, self-review and appraisal, identifying areas of
need for personal development in order to meet with service requirements
Person Specification
Qualifications
Essential
- GCSE in Maths and English or ability to complete in house core competency assessment
Experience
Essential
- Experience of working with the general public, dealing with face-to-face and/or telephone enquires
- Good standard of written and verbal English
- Excellent verbal and written communication skills.
- Competent with IT with proven keyboard skills
- Commitment to providing excellent customer service
- Able listen carefully and record details accurately
- Able to stay calm and professional in stressful and challenging situations
- Good organisational skills
- Able to work within the parameters that you are trained in and able to escalate where appropriate
- Able to make appropriate judgements within the guidelines provided
- Ability to work effectively with a wide range of disciplines
- Understanding of Data Protection and ability to maintain strict levels of confidentiality
- Ability to work unsocial hours including weekends and bank holidays
Desirable
- Previous experience of working in a Call/Contact Centre call handling or telephone work
- Experience of working in healthcare provider organisation
Personal Attributes, Values and Behaviours
Essential
- Essential:
- Self-motivated, with a flexible attitude
- Ability to display empathy and help those in their time of need
- Commitment to continuous personal development
- A team player
Person Specification
Qualifications
Essential
- GCSE in Maths and English or ability to complete in house core competency assessment
Experience
Essential
- Experience of working with the general public, dealing with face-to-face and/or telephone enquires
- Good standard of written and verbal English
- Excellent verbal and written communication skills.
- Competent with IT with proven keyboard skills
- Commitment to providing excellent customer service
- Able listen carefully and record details accurately
- Able to stay calm and professional in stressful and challenging situations
- Good organisational skills
- Able to work within the parameters that you are trained in and able to escalate where appropriate
- Able to make appropriate judgements within the guidelines provided
- Ability to work effectively with a wide range of disciplines
- Understanding of Data Protection and ability to maintain strict levels of confidentiality
- Ability to work unsocial hours including weekends and bank holidays
Desirable
- Previous experience of working in a Call/Contact Centre call handling or telephone work
- Experience of working in healthcare provider organisation
Personal Attributes, Values and Behaviours
Essential
- Essential:
- Self-motivated, with a flexible attitude
- Ability to display empathy and help those in their time of need
- Commitment to continuous personal development
- A team player
