Overview
Health Information Service Call Operator role at NHS Scotland. Fixed Term with the potential to last for up to 6 months. This post will be based in our Clydebank Regional Centre. NHS 24 provides a national tele-health and tele-care service delivering health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year.
Responsibilities
* Provide, to the public and professionals, 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 additional resources as appropriate. Operate within organisational and team processes and procedures.
* Use 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 processes.
* Escalate more complex enquiries to the Team Manager who will delegate to another team member or respond directly.
* Deliver ad-hoc special helplines: scripted specialist information in response to short notice, acute public health incidents; collate required information from callers as agreed with the initiating organisation.
* Respond to appropriate online, SMS and web-chat enquiries using the relevant systems and processes.
Successful Applicant Will
* Be educated to NVQ level 2 or equivalent experience.
* Have experience of patient/customer services or a contact centre environment.
* Be computer literate and comfortable using web-based applications, including web searching and web chat. Demonstrate good knowledge and experience of Microsoft Word and Excel and internet search engines.
* Have excellent written and verbal communication skills, with the ability to understand and effectively communicate health-related terminology.
Available Hours
The service operates from 09:00 to 17:00, Monday to Friday. Successful applicants will work 3 days from 5 per week on a flexible rota.
Training
NHS 24 provides a comprehensive training programme to successful applicants who must be able to attend Monday to Friday for the first 3 weeks. Following successful completion and competency sign-off, the post holder will continue with on-the-job training and mentoring from the Team Coaches and Team Managers.
Salary Package And Benefits
NHS 24 offers a temporary contract on Band 2 £25,694 - £27,900 per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We also offer a range of policies to enhance the employee journey, including an employee assistance programme, Cycle To Work, bursary schemes and learning and development opportunities. NHS Scotland employees are entitled to the following benefits:
* 35 days annual leave (rising to 41) pro-rata
* Development opportunities including study bursaries, e-learning and classroom courses
* Enhanced pay for working public holidays
* Enrolment in the Scottish Public Pensions Agency (SPPA) pension scheme
* NHS discounts on goods and services
* Employee support and assistance
Important Information
To work in the United Kingdom, it is a legal requirement to demonstrate that you have the relevant permission to work. This is granted by the UK Visas and Immigration Service. NHS Scotland Boards will check entitlement to work as part of pre-employment checks. Please refer to GOV.UK for details on routes to permission. 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 to check right to work status before submitting your application.
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