The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.
Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.
Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.
Key Responsibilities
* To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
* On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
* Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
* Use Third Party assistance tools to help communicate with the caller (i.e.) Language Line, when English is not the patient’s first language
* Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
* Accurate recording and clear verbal communication of patient information
* Identifying an immediate life‑threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
* Use good communication skills to ensure that the appropriate service is accessed
Successful Applicant will:
* Demonstrate experience of working in a service‑based environment
* Be confident on a variety of computer systems
* Be able to multitask and navigate through multiple systems at the same time
* Have good keyboard skills with a high degree of accuracy
* Possess exceptional communication skills
* Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
* Demonstrate the ability to work under pressure and follow clear instructions
Shift patterns which could be available (please note these are examples only)
Hours are worked on average across an 8‑week rota pattern.
* 24 hours – this is a mix of working during the week and weekends (working 5 in 8 weekends and nightshift working)
* 30 hours – this is a mix of working during the week and weekends (working 8 in 8 weekends and nightshift working)
Training
Successful candidates will be required to undertake 3 weeks classroom‑based training at 30 hours per week (mixture of evening and daytime training primarily).
Following the shortlisting process successful candidates will be contacted via email to complete an online assessment. If successful at assessment stage, candidates will be contacted by a member of the recruitment team for a telephone interview. Please see the Digital Job Pack for more information.
If you are successful you will be placed in a talent pool. Candidates in the pool will be considered for future intakes as availability arises.
Our mission at NHS 24
We are committed to creating 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, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti‑racist organisation.
NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.
To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigration Service.
As part of the pre‑employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre‑settled status. To find out more about these routes of permission, please refer to the GOV.UK website.
Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.
It is ESSENTIAL that you have checked that you already have the appropriate right to work in the UK BEFORE submitting your application form.
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