999 and 111/999 CALL TAKER/HEALTH ADVISOR in our CLINICAL CO-ORDINATION CENTRE within the IOW NHS TRUST
Band 3 - £25,760 - £27,476 (pro rata for part-time)
Full time/Part-timePermanent Role
We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice.
You will be handling a wide range of calls and thrive amid the challenges this presents. It requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients at their time of need. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.
This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; callers can be upset, angry, anxious, or hysterical. People call the ambulance service for a variety of reasons, and you would need to be confident dealing with a range of people in varying situations.
Main duties of the job
Job purpose To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.
Job statement
* To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
* To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
* Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
* Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
* Accurately record, check or amend details on the call logging computer system.
* Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services.
* Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
About us
We serve a population of approximately 150,000 residents, providing flexible and personalised services.
Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, and discounts at local businesses and gyms. The Isle of Wight offers a unique setting with a short ferry journey from Portsmouth and Southampton.
Job responsibilities
You will be working in a fast-paced environment and must be able to adapt to change quickly. You do not need previous experience in health care.
This post is a 24 hour role and we are looking for applicants who are able to work a full range of shifts to include Days, Lates and Nights of up to 12 hours. All unsocial hours worked attract enhanced pay to compensate for this.
Person Specification
* Educated to GCSE grade C or equivalent in a minimum of 3 subjects including English.
* Significant experience of working with the general public.
* Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications.
* Previous experience of working in a contact centre.
* Previous experience of working in a team liaising with multiple stakeholders.
* Previous competency-based training in relevant field.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service is required to check for any previous criminal convictions.
£25,760 to £27,476 a year pro rata, per annum
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