Job summary
Welcome to FCMS! Come and join our ever expanding team in Blackpool!
We are looking for team members to provide fast, accurate and effective patient telephone call taking (operator) service to patients in an emergency setting for 111 to identify the best route of care for them.
The training courses for this role are beginning Tuesday 7th May 2024 & Monday 1st July 2024
The training course is 2 weeks full time Monday (Tues the second course due to the bank holiday) - Friday 10:00am - You must be available to attend this full training session.
Hours: FullTime/Part Time/Bank Contracts including flexible and fixed hours
Pay: £ p/hr whilst training and £ p/hr once the shadowingphase is passed.
Enhancements are available for shifts from 20:00-24:00Mon-Fri 30% and all day on Saturday and Sunday 45%
Main duties of the job
Whatwill the role involve?
The role of a 111 Health Advisor is a highlyvaried one and you can expect an incredibly busy work environment where no twodays are the same. Patient care is our utmost priority, and you will remaincalm and professional even when dealing with high call volumes and challengingor distressed customers. This is a hugely important role, and you can besupporting a mental health-based call, talking someone through CPR to raisingan ambulance. FCMS Health Advisors answer approximately 27,400 call per week.
Flexibility to work a variety of shifts isessential in this role.
Nationally the 111 service is 24/7.
FCMS provide the 111 service between 7am 12 midnight,365 days a year.
Therefore, you must be able to work shiftsacross evenings, weekends, Bank Holidays and during the festive period.Full-time, part-time and bank shifts are available, and we offer flexible andfixed contract shifts.
About us
The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does. Coupled withexcellent and well established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that wehave a core team of highly trained individuals who can manage the needs of ourpatients and callers. Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment to what they do.
Job description
Job responsibilities
Aboutus
We have an established history of handlingcalls for both clinical and non-clinical services; ensuring that all serviceswe operate are maintained at the highest level of quality and efficiency. Wehave been delivering local health care since 1994 during out of hours periods;taking calls for GP practices when they are closed which enables us tounderstand what the local population needs. Our knowledge puts us in the idealposition to deliver a range of services that our patients deserve. We are proudto deliver NHS 111 and local booking agent services.
Why work here?
You will be joining a team that is dedicatedto supporting our community in some of their worst times. If you like achallenge and thrive working in a fast-paced environment, then 111 is an idealrole.
This role is so rewarding. Through callerschallenging times, we make a real impact; ensuring assessments are timely,accurate and supportive, providing a service that will benefit the localcommunity, and no doubt some of our family and friends.
The responsibilities of a 111 Health Advisor.
By telephone, toprovide a fast, accurate and effective 111 service to a patient in likely anemergency setting to identify the best route of care for them dependant ontheir symptoms.
To take, record andprocess highly personal information received, with accuracy and concisely usingnationally recognised software. Relevantinformation will need to be identified and logged as data on to a computer. ITskills are important.
At the extreme,working in this role, you could save a life.
How we support ourhealth advisors is to expect that they pass assessments at regular stages of atraining course. In this role, you will complete an intensive trainingprogramme that we provide at the start of your journey with us. We will trainyou on a programme called NHS Pathways, that requires approximately 150 hoursof training to be able to use the software in a safe, effective, and efficientmanner alongside any other recognised training for development.
Part of the rolecan be to provide a professional and high-quality telephone call taking servicefor local health care services, District Nurses/GP practices.
To be able togather essential information in the least possible time while remaining politeand courteous we are trying to route our patients to the best care in thequickest way.
To be able tofollow strict procedures and protocols at all times this is a high-pressured role,and we need to ensure that the patient is safe at all times.
Ensure full patientconfidentiality at all times.
To work effectivelyunder pressure in a calm and confident manner whilst remaining sensitive to thecallers and patients needs
To undertake anyclerical work, administrative, data inputting and any other duties relevant toFCMS (NW) Ltd activities
To be flexible andwork in a service that delivers care from 0700-2400, 7 days a week.
There is a lot of opportunity to work daytime,evening, weekend, overnight shifts. 111calls increase when traditional GP care routes are closed, so Bank holidays andthe Christmas & New Year period are some of our busiest times, we expectthat all of our advisors work across this.
We welcome applications from candidates from a variety ofbackgrounds as we want our 111 Health Advisors to reflect the diverse patientpopulation we serve.
This is a demanding role, working with members of the public insometimes particularly difficult and distressing circumstances. To thrive in thisrole, previous experience in an extremely busy telephony-based role / caresetting or customer service-based role OR a desire to work in this type ofenvironment is necessary.
This post issubject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and assuch it will be required that we will submit a Disclosure to be made to the