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Call Handler (Enhanced Salary and Benefits Package applies) Dundee, South Queensferry, Clydebank, 24 regional centres, Scotland, United Kingdom
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Client:
NHS 24
Location:
24 regional centres, Scotland, United Kingdom
Job Category:
Other
EU work permit required:
Yes
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Job Reference:
0978a17f9417
Job Views:
3
Posted:
21.05.2025
Expiry Date:
05.07.2025
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Job Description:
Please note, this post is only open for applicants who have not applied within the last 6 months. Applications which fall within this timeframe will not be considered.
Call Handler - Currently recruiting at Dundee, South Queensferry and Clydebank.
Are you looking for a new opportunity in a service-based environment?
Can you demonstrate the ability to effectively communicate within a fast-paced environment?
Are you passionate about engaging with others and working as part of a team to achieve shared goals?
Who We Are
As NHS Scotland's provider of a national tele-health and tele-care service, we deliver health advice and information by telephone and online services to the population of Scotland 24/7. NHS 24 is a patient-focused service providing triage, advice, guidance, referral, and information on health and healthcare services.
Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee, and Aberdeen. This post will be based at our Dundee, South Queensferry, Clydebank centres only with 24-hour contracts available.
As a result of growth, we anticipate future opportunities to join us and are committed to engaging with all suitable applicants to identify immediate or future opportunities.
The Role
The Call Handler is a key member of a multi-disciplinary team and is the first point of contact over the phone for patients calling the 111 service. They also facilitate access to other services such as Out of Hours Dental.
Working under close clinical supervision, the Call Handler must follow strict protocols when gathering information to help Clinical Supervisors determine the best and safest care outcomes.
Handling a variety of clinical calls, the Call Handler must maintain a calm, confident, empathetic approach consistent with NHS 24 values at all times.
Key Responsibilities
* Be the first contact for patients or carers, establishing the call's nature and required assistance based on provided information.
* Search and update computerized patient records, ensuring accuracy of details and demographics.
* Use effective questioning and respect confidentiality, working within NHS 24 protocols and legal requirements.
* Utilize third-party tools like Language Line to communicate when English is not the patient's first language.
* Follow processes and navigate effectively through patient information systems.
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