Job summary
Welcome to FCMS! Come and join our ever expanding team in Blackpool!
We are looking for team members to provide fast, accurate and effective patient telephone call taking (operator) service to patients in an emergency setting for 111 to identify the best route of care for them.
Why work here?
You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role. This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.
The training course for this role is beginning Monday6th October 2025.The training course is 2 weeks, full time Monday - Friday 10:00am - 4.30pm. You must be available to attend this full training session.
Hours:Various hours available including evenings and
weekends. Full/Part Time contracts available, including
flexible and fixed hours. Minimum of 16 hours a week preferred, hours to be
discussed at interview.
Pay:
£12.45 p/hr whilst training and £12.67 p/hr once the shadowing
phase is passed. Enhancements are available for shifts from 20:00-24:00
Mon-Fri 30% and all day on Saturday and Sunday 45%
Main duties of the job
What
will the role involve?
The role of a 111 Health Advisor is a highly
varied one and you can expect an incredibly busy work environment where no two
days are the same. Patient care is our utmost priority, and you will remain
calm and professional even when dealing with high call volumes and challenging
or distressed customers. This is a hugely important role, and you can be
supporting a mental health-based call, talking someone through CPR to raising
an ambulance. FCMS Health Advisors answer approximately 27,400 call per week.
- Flexibility to
work a variety of shifts is essential in this role.
-
Nationally the
111 service is 24/7.
-
FCMS provide the
111 service between 7am 12 midnight, 365 days a year.
-
Therefore, you
must be able to work shifts across evenings, weekends and Bank Holidays.
-
We are currently
seeking part time staff with a requirement to work a minimum of 16hrs a week
for the first 6 months at least.
About us
The ethos of FCMS as a social enterprise, health and
wellbeing services provider is to be passionate in its drive to ensure that
patients and callers remain the central focus of all that it does. Coupled with
excellent and well established clinical governance systems and extremely
effective operational expertise, it has meant that the company has the ability
to strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we
have a core team of highly trained individuals who can manage the needs of our
patients and callers. Our staff are able to significantly improve the service
delivery and user experience due to their considerable experience and
commitment to what they do.
Come and
be a part of our amazing team!
- We offer NHS Pension
- Cycle to Work Scheme
- Career Development Opportunities
- Attendance Bonus
- Staff Benefit Scheme
- Free Tea & Coffee
- Eye Care Contributions
Job description
Job responsibilities
The responsibilities of a 111 Health Advisor.
-
By telephone, to
provide a fast, accurate and effective 111 service to a patient in likely an
emergency setting to identify the best route of care for them dependant on
their symptoms.
-
To take, record and
process highly personal information received, with accuracy and concisely using
nationally recognised software. Relevant
information will need to be identified and logged as data on to a computer. IT
skills are important.
-
Working in this
role, you could save a life.
- We fully support
our health advisors and do require that they pass assessments at regular stages
of their training course. The course consists of an intensive training
programme right at the start of your journey with us. There is an expectation you complete some Pathways
Pre-module learning before your start date which we send out to you two weeks
prior to the course. Following this, we will train you on a programme called
NHS Pathways, this requires approximately 150 hours of training to be able to
use the software in a safe, effective, and efficient manner alongside any other
recognised training for development. This is covered in a 2-week course where
you need to be available every day, Monday to Friday. There are two exams
during this period with a 70% pass rate. Failure to pass both exams will mean
you sadly cannot continue your employment.
- When you have completed the training
course, we require approximately 75 hours of shadowing to run straight after
the course has finished. The ideal situation is that you are available days,
evenings and weekends. This is to mirror experienced call handlers in a live
environment, but we can discuss your availability.
-
To provide a
professional and high-quality telephone call taking service for local health
care services i.e., District Nurses/GP practices.
-
To gather essential
information in the least possible time while remaining polite and courteous
we are trying to route our patients to the best care in the quickest way.
-
To always follow
strict procedures and protocols this is a high-pressured role, and we need to
ensure that the patient is safe at all times.
-
Ensure full patient
confidentiality at all times.
-
Work effectively
under pressure in a calm and confident manner whilst remaining sensitive to the
callers and patients needs
-
To undertake any
clerical work, administrative, data inputting and any other duties relevant to
FCMS (NW) Ltd activities
-
To be flexible and
work in a service that delivers care from 0700-2400, 7 days a week.
-
There is a lot of
opportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed,
so Bank holidays are some of our busiest times, we expect that all our advisors
work across this.
-
As the role involves keeping competencies and skills up
to date, the minimum hours we would expect are 16 hours per week for the first 6
months in post at least and then it would be reviewed on an individual basis.
We welcome applications from candidates from a variety of
backgrounds as we want our 111 Health Advisors to reflect the diverse patient
population we serve.
This is a demanding role, working with members of the public in
sometimes particularly difficult and distressing circumstances. To thrive in this
role, previous experience in an extremely busy telephony-based role / care
setting or customer service-based role OR a desire to work in this type of
environment is necessary.
DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Job description
Job responsibilities
The responsibilities of a 111 Health Advisor.
-
By telephone, to
provide a fast, accurate and effective 111 service to a patient in likely an
emergency setting to identify the best route of care for them dependant on
their symptoms.
-
To take, record and
process highly personal information received, with accuracy and concisely using
nationally recognised software. Relevant
information will need to be identified and logged as data on to a computer. IT
skills are important.
-
Working in this
role, you could save a life.
- We fully support
our health advisors and do require that they pass assessments at regular stages
of their training course. The course consists of an intensive training
programme right at the start of your journey with us. There is an expectation you complete some Pathways
Pre-module learning before your start date which we send out to you two weeks
prior to the course. Following this, we will train you on a programme called
NHS Pathways, this requires approximately 150 hours of training to be able to
use the software in a safe, effective, and efficient manner alongside any other
recognised training for development. This is covered in a 2-week course where
you need to be available every day, Monday to Friday. There are two exams
during this period with a 70% pass rate. Failure to pass both exams will mean
you sadly cannot continue your employment.
- When you have completed the training
course, we require approximately 75 hours of shadowing to run straight after
the course has finished. The ideal situation is that you are available days,
evenings and weekends. This is to mirror experienced call handlers in a live
environment, but we can discuss your availability.
-
To provide a
professional and high-quality telephone call taking service for local health
care services i.e., District Nurses/GP practices.
-
To gather essential
information in the least possible time while remaining polite and courteous
we are trying to route our patients to the best care in the quickest way.
-
To always follow
strict procedures and protocols this is a high-pressured role, and we need to
ensure that the patient is safe at all times.
-
Ensure full patient
confidentiality at all times.
-
Work effectively
under pressure in a calm and confident manner whilst remaining sensitive to the
callers and patients needs
-
To undertake any
clerical work, administrative, data inputting and any other duties relevant to
FCMS (NW) Ltd activities
-
To be flexible and
work in a service that delivers care from 0700-2400, 7 days a week.
-
There is a lot of
opportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed,
so Bank holidays are some of our busiest times, we expect that all our advisors
work across this.
-
As the role involves keeping competencies and skills up
to date, the minimum hours we would expect are 16 hours per week for the first 6
months in post at least and then it would be reviewed on an individual basis.
We welcome applications from candidates from a variety of
backgrounds as we want our 111 Health Advisors to reflect the diverse patient
population we serve.
This is a demanding role, working with members of the public in
sometimes particularly difficult and distressing circumstances. To thrive in this
role, previous experience in an extremely busy telephony-based role / care
setting or customer service-based role OR a desire to work in this type of
environment is necessary.
DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Person Specification
Qualifications
Desirable
- GCSE/O Level English and Maths
Values & Behaviours
Essential
- Commitment to providing a service that meets the demanding needs of the patients.
- Ability to work effectively in a team to achieve shared goals for the interest of the patient.
- Ability to accept feedback for the opportunity to enhance performance.
- A dedication to providing a service that you would wish your friends and family to receive.
Skills & Capabilities
Essential
- Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
- Ability to remain calm under pressure.
- IT skills, and the confidence to input data as you talk.
- Excellent organisational skills, there are lots of parts of the process to delivering great care.
- Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
- Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness
Experience
Essential
- Knowledge that you want to work in this environment
Desirable
- Telephony experience Health Care Setting
- Customer Service experience
Demands of the role
Essential
- To be able to speak to people by telephone in a busy virtual care setting.
- Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
- Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury
Person Specification
Qualifications
Desirable
- GCSE/O Level English and Maths
Values & Behaviours
Essential
- Commitment to providing a service that meets the demanding needs of the patients.
- Ability to work effectively in a team to achieve shared goals for the interest of the patient.
- Ability to accept feedback for the opportunity to enhance performance.
- A dedication to providing a service that you would wish your friends and family to receive.
Skills & Capabilities
Essential
- Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
- Ability to remain calm under pressure.
- IT skills, and the confidence to input data as you talk.
- Excellent organisational skills, there are lots of parts of the process to delivering great care.
- Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
- Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness
Experience
Essential
- Knowledge that you want to work in this environment
Desirable
- Telephony experience Health Care Setting
- Customer Service experience
Demands of the role
Essential
- To be able to speak to people by telephone in a busy virtual care setting.
- Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
- Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
