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.
Why work here?
You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role. This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.
The training courses for this role are 19th January - 30th January 2025 or 9th March - 20th March 2025. The training course is 2 weeks, full time Monday - Friday 10:00am - 4.30pm. You must be available to attend this full training session (no absence for any reason permitted during thistime).
Hours: Various hours available including evenings and weekends. Full/Part Time contracts available, includingflexible and fixed hours. Minimum of 16 hours a week preferred, hours to bediscussed at interview.
Pay: £12.45 p/hr whilst training and £12.67 p/hr once the shadowingphase is passed. Enhancements are available for shifts from 20:00-24:00 Mon-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 towork a variety of shifts is essential in this role.
* Nationally the111 service is 24/7.
* FCMS provide the111 service between 7am 12 midnight, 365 days a year.
* Therefore, youmust be able to work shifts across evenings, weekends and Bank Holidays.
* We are currentlyseeking part time staff with a requirement to work a minimum of 16hrs a weekfor the first 6 months at least.
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.
Come andbe a part of our amazing team!
* We offer NHS Pension
* Cycle to Work Scheme
* Attendance Bonus
* Free Tea & Coffee
* Eye Care Contributions
Job responsibilities
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.
* Working in thisrole, you could save a life.
* We fully supportour health advisors and do require that they pass assessments at regular stagesof their training course. The course consists of an intensive trainingprogramme right at the start of your journey with us. There is an expectation you complete some PathwaysPre-module learning before your start date which we send out to you two weeksprior to the course. Following this, we will train you on a programme calledNHS Pathways, this requires approximately 150 hours of training to be able touse the software in a safe, effective, and efficient manner alongside any otherrecognised training for development. This is covered in a 2-week course whereyou need to be available every day, Monday to Friday. There are two examsduring this period with a 70% pass rate. Failure to pass both exams will meanyou sadly cannot continue your employment.
* When you have completed the trainingcourse, we require approximately 75 hours of shadowing to run straight afterthe course has finished. The ideal situation is that you are available days,evenings and weekends. This is to mirror experienced call handlers in a liveenvironment, but we can discuss your availability.
* To provide aprofessional and high-quality telephone call taking service for local healthcare services i.e., District Nurses/GP practices.
* To gather essentialinformation in the least possible time while remaining polite and courteouswe are trying to route our patients to the best care in the quickest way.
* To always followstrict procedures and protocols this is a high-pressured role, and we need toensure that the patient is safe at all times.
* Ensure full patientconfidentiality at all times.
* 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 ofopportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed,so Bank holidays are some of our busiest times, we expect that all our advisorswork across this.
* As the role involves keeping competencies and skills upto date, the minimum hours we would expect are 16 hours per week for the first 6months in post at least and then it would be reviewed on an individual basis.
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.
DBS: This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).
Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Person Specification
Qualifications
* GCSE/O Level English and Maths
Values & Behaviours
* Commitment to providing a service that meets the demanding needs of the patients.
* Ability to work effectively in a team to achieve shared goals for the interest of the patient.
* Ability to accept feedback for the opportunity to enhance performance.
* A dedication to providing a service that you would wish your friends and family to receive.
Skills & Capabilities
* Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
* Ability to remain calm under pressure.
* IT skills, and the confidence to input data as you talk.
* Excellent organisational skills, there are lots of parts of the process to delivering great care.
* Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
* Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness
Experience
* Knowledge that you want to work in this environment
* Telephony experience Health Care Setting
* Customer Service experience
Demands of the role
* To be able to speak to people by telephone in a busy virtual care setting.
* Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
* Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£12.67 an hour£12.45 whilst training £12.67 once shadowing phase is completed
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