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NB: This vacancy closed to applications on 31/07/2019.

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111 Call Handler, Bedford

Job Reference: J137-A-19-2095

Herts Urgent Care
£8.50 - £11.30 per hour

We are recruiting NHS111 Health Advisors (Call Handlers)! Are you looking for a career path into healthcare yet have no medical background? If you are passionate about helping others and want to make a difference, we want to hear from you.


Who are we?

Herts Urgent Care (HUC)provides accessible and high quality Integrated Urgent Healthcare services for the patients of Hertfordshire and West Essex, Cambridgeshire & Peterborough as well as Luton & Bedfordshire. As a Social Enterprise, we have been providing a cross county GP Out of Hours service for over a decade. When patients are ill and need the right medical attention, patients can phone theNHS111 serviceprovided by HUC to access medical advice, assessment and treatment. We also provide a range of other healthcare services to support patients and GPs, including Extended Access services across west Essex, running GP practices and urgent care centres

The Role:

Due to expansion we are seeking professional, enthusiastic, well-motivated individuals with a passion for caring and the ability to build a rapport with people over the telephone.

As a Health Advisor for our NHS111 Service, you will be answering telephone calls from members of the public and healthcare professionals. Using the NHS Pathways software, you will provide the appropriate response based on the patient’s symptoms/needs. This could be to transfer the patient’s call to a Clinical Advisor, a clinician who is there to support you in the contact centre, dispatch an ambulance in the case of an emergency or refer onto, or provide information about other available services.

Job Summary:

This is an ideal role for someone looking for a new challenge and wanting to be part of an exciting team where your role makes a difference. We offer various working options to fit around personal commitments in particular evenings, weekends or overnights, full or part-time hours on fixed rota patterns with the opportunity to pick up extra shifts should you wish to do so.


Role Expectations:

You are keen on self-development and happy to receive feedback on your performance whilst having the opportunity to learn new skills


You must have excellent communication skills and be able to:

  • Demonstrate previous work experience in either a care industry, customer service or a call centre environment
  • Prove excellent telephone manner and have articulate call handling techniques
  • Empathise, have the ability to stay calm under pressure and help those in their time of need

Current Pay Rates:

Hourly rates of pay are dependent on times and days worked

  • £8.50 p/h – Probation
  • £9.00 p/h - Post Probation
  • £9.90 p/h – Enhanced rate weekday evenings
  • £10.40 p/h – Enhanced rate weekends
  • £11.30 p/h – Enhanced rate overnights



Benefits of joining us:

  • 20 days pro rata holiday entitlement ( including bank holidays)
  • NHS Pension Scheme
  • Perkbox staff benefit scheme
  • Shift working
  • Eye test scheme
  • Being part of a supportive and innovative team with scope for progression


On-boarding Process:


If successful, you will be paid to complete the full NHS Pathways and system training to prepare you for the role.


Our upcoming courses are on a full time basislasting 4 weeks, Monday to Friday, 9.00am – 5.00pm

As HUC is an organisation commissioned by the NHS, all roles are listed on the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (SI 1975/1023), which means they are eligible for a standard or enhanced check as appropriate from the Disclosure and Barring Service.

We are fully committed to Equality of Opportunity and welcome applications from all sections of the community.

Please note that if you do not hear from us within 2 weeks of applying then unfortunately your application has not been successful on this occasion

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