Health Information Service Call Operator
Fixed Term with the potential to last for up to 6 months.
Are you looking for a new opportunity with 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 unique 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 hours a day, 365 days a year. NHS 24 provides patient-focused 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 in our Clydebank Regional Centre.
The Role
Health Information Service Call Operators provide confidential health and social care information to members of the public and professionals using a broad range of quality assured information resources. They are the first point of contact for all Health Information enquiries across NHS Inform, Care Information Scotland and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS and webchat.
Key Responsibilities
* Provide accurate and confidential general non-clinical health and social care information across a wide range of services, utilising multiple channels of delivery, signposting to relevant resources as appropriate, and operating within organisational and team processes and procedures.
* Utilise existing guided, quality assured resources to respond to enquiries and record all interactions and transactions in the relevant system in line with information governance and data protection.
* Escalate complex enquiries to the Team Manager as appropriate.
* Deliver ad-hoc special helplines with scripted information to callers in response to short-notice public health incidents, collecting required information from callers as agreed with the initiating organisation.
* Respond to online, SMS and web-chat enquiries using the relevant systems and processes.
Successful Applicant Will
* NVQ Level 2 or equivalent experience.
* Experience in patient/customer services or contact centre environment.
* Computer literate with web-based applications, including web searching and web chat; knowledge of Microsoft Word and Excel and internet search engines.
* Excellent written and verbal communication skills with the ability to understand and communicate health-related terminology.
Available Hours
The service operates from 09:00 to 17:00, Monday to Friday. Successful applicants will work 3 days per week on a flexible rota.
Training
NHS 24 provides a comprehensive training programme. Successful applicants must be available Monday to Friday for the first 3 weeks. After competency sign-off, on-the-job training and mentoring continues with Team Coaches and Team Managers.
Salary Package And Benefits
NHS 24 offers a temporary contract on Band 2 of £25,694 - £27,900 per annum (pro rata for part-time hours). Placement on salary scale depends on confirmation of previous relevant NHS service.
We also offer a range of policies and an Employee Assistance Programme, Cycle to Work Scheme, Bursary Scheme and Learning and Development opportunities. As an NHS Scotland employee you will be entitled to:
* 35 days annual leave (rising to 41) pro-rata
* Development opportunities including study bursaries, e-learning and classroom-based courses
* Enhanced pay for working public holidays
* Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
* NHS discounts on goods and services
* Employee support and assistance
This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.
Interested?
Please access the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity, as well as the Digital Candidate Application Guide to support your application. We recommend reading all information in the Job Pack before applying.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. We promote inclusion, celebrate difference, and encourage everyone who joins us to be themselves at work. We are progressing an Anti-Racism Action Plan and are committed to equality and diversity. NHS 24 is an equal opportunities employer and welcomes applications from groups underrepresented in the workforce. We are a participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria. We cannot sponsor visa applicants; applicants must have the right to work in the UK.
To work in the United Kingdom, there is a legal requirement to demonstrate the relevant permission to work. This permission is granted by the UK Visas and Immigration Service. As part of pre-employment checks, NHS Boards may check entitlement to work in the UK. More information can be found on GOV.UK. Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UKVI regulations. Applicants must have the right to work in the UK without sponsorship. It is essential that you have checked your right to work in the UK or that the post would be eligible for sponsorship before submitting your application.
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