The Role
As part of a multidisciplinary team, the post holder will provide a comprehensive service to patients and other health care professionals to facilitate referrals to the appropriate level and location of care.
1. We receive referrals that are mainly conducted by telephone and provide advice on a wide range of clinical issues, some of which can be of a sensitive or complex nature - GPs/ANPs/SAS/Police are some of the professionals referring into the service.
2. We work closely with ED/NHS24 in returning telephone calls to assess/triage patients and direct them to the most appropriate care setting.
3. Effective communication and listening skills are required to ensure patient care needs are met
Additional Information Specific to the Role
4. Shift Pattern – The FNC provides a 24-hour service, open 365 days and offers 12.5 shifts of both day and night shifts. The rota is 3 weeks of 3 shifts and 1 week of 4 shifts for full time hours.
5. Physical Demand- required to sit at a VDU workstation for long periods of time, requiring periods of intense concentration. A telephone headset will be required to be worn for long periods of time. Managing computerised patient management system. Complexity of calls requires analytical and critical thinking.
6. Mental Demand - Concentration required when checking documents and patient notes. Multi-tasking and having the ability to input data while on an active call.
7. Emotional Demand - Communicating with distressed/anxious/worried patients/relatives. Exposure to clinical information and bereaved relatives can at times be distressing.
NHS Lanarkshire
Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!
Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.
We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.
What we'll need you to bring
8. Educated to standard grade level or experience in a similar role
9. Well developed interpersonal skills in customer care.
10. Excellent communication skills.
11. Good organisational and planning skills.
12. Understanding of a range of procedures and processes.
13. Ability to prioritise work and work on own initiative whilst under pressure.
14. Proficient I.T. skills which include a working knowledge of Microsoft packages.
15. Ensuring confidentiality, diplomacy and discretion are maintained at all times.
Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence.
It would be great if you also have
16. Experience of Healthcare environment
17. Experience of office environment
18. Medical Terminology
19. Knowledge of Trakcare Patient Management System
20. Able to work as part of a team
21. Keyboard skills
Contract type
Permanent
Full time
37 hours
Location and Working Pattern
This role will be based in the Flow Navigation Centre Plus within Kirklands Hospital - NHS Lanarkshire Board Headquarters.
The working pattern for this role offers 12.5 shifts of both day and night shifts. The rota is 3 weeks of 3 shifts and 1 week of 4 shifts for full time hours.
Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations.
Looking to find out more?
If you’re looking to find out more, then we would love to hear from you!
Why NHS Lanarkshire?
Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.
Some of NHS Lanarkshire’s benefits include:
22. A minimum of 27 days annual leave increasing with length of service
23. A minimum of 8 days of public holidays
24. Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the )
25. Paid sick leave increasing with length of service
26. Occupational health services
27. Employee counselling services
28. Work-life Balance policies and procedures
NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page.
Further Information
For more information on the role, please refer to the Job Description. If you’re looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our .