111 Health Advisor

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 can not 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.

Our key expectations are:

Self-awareness Living authentically

Adaptability- Being ready to adjust depending on the situation

Openness What you see is what you get

Positivity with a real sense of being able to strive for the impossible

Generosity of spirit- Everyday should be an opportunity to act with kindness

Ability to have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:

Fun:People rarely succeed unless they are having fun. Happiness is healthy!

Awesome:We arent here to be average, were here to be awesome!

Humble:Were here to make a difference to the lives of others, NOT to see how important we can become

Brave:We challenge the norm. We have the courage to get the difficult jobs done

Oompf:We have natural oompf! Its infectious!

Go-getting:We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity

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

Safeguarding:

Safeguarding is the responsibility of all FCMS employees. All employees, including the post holder, are required to act in such a way that at all times safeguards the health and wellbeing of children and vulnerable adults. Familiarisation with, and adherence to, the FCMS Safeguarding policy is an essential requirement, as is completion of mandatory Safeguarding training.

All employees must ensure that they understand and act in accordance with this clause. If unsure of how this clause relates to this post, clarification must be sought from line management as a matter of urgency. Equally, all managers have a responsibility to ensure that their team members understand their individual responsibilities with regard to Safeguarding Children and Vulnerable Adults, Prevent, the Mental Capacity ACT and DOLS

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

Person Specification

Values and 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.

Experience

Essential

• Knowledge that you want to work in this environment
• 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

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

Qualifications

Desirable

• GCSE/O Level English and Maths

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.

Employer details

Employer name

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)