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 - Recruiting at Dundee, South Queensferry, Cardonald and Clydebank.
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?
Upcoming Recruitment
NHS 24 is building a talent pipeline for future Call Handler opportunities and is inviting expressions of interest from individuals who can effectively communicate within a fast‑paced environment. While vacancies may not be immediately available, joining the pipeline allows candidates to begin the recruitment journey early, be considered ahead of future hiring rounds and stay connected with our teams as posts, rotas and training cohorts become available. This is an excellent opportunity to learn more about the role, explore development pathways and position yourself for upcoming opportunities within NHS 24.
Who We Are
As NHS Scotland's unique provider of a national tele‑health and tele‑care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.
Our Regional Centres are located at Cardonald, Clydebank,South Queensferry, Dundee and Aberdeen. This post will be based at our Dundee, South Queensferry, Clydebank and Cardonald centres with varied 24 hour or 30 hour contracts available.
As a result of continued growth, we anticipate future opportunities to join us and commit to engaging with all suitable applicants to identify if there is an immediate opportunity or alternatively an opportunity to join in the future.
The Role
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 patients 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
Hours are worked on average across an 8‑week rota pattern.
Sample shift patterns:
* 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). Evening only training may be available however not guaranteed.
Salary Package and Benefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £28,011 - £30,230* (pro rata for part‑time hours).
Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following rates would be applicable.
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