111 Health Advisor - Croydon

London Ambulance Service NHS Trust; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

NHS Benefits

NHS Pension

27 days annual leave + bank holidays

Unsocial hours enhancements

Job summary

London Ambulance Service NHS Trust is seeking a Call Handler to efficiently assess, log and manage urgent and non-urgent calls across London. You will follow protocols, use the patient management system for vital information, and escalate where needed.

We value empathy, discretion, and resilience in high-pressure settings. Shift patterns include evenings, weekends, and overnight hours; NHS benefits and pension are provided to staff.

Responsibilities

• Handle and assess urgent and non-urgent calls from patients, healthcare professionals and external agencies.
• Follow established protocols and procedures to assess patient needs and provide guidance.
• Use the patient management system to accurately record and relay essential information.
• Ensure all patient details are logged and directed to appropriate healthcare professionals.
• Manage confidential information with professionalism and discretion.
• Communicate with empathy and reassurance to callers.
• Ensure follow-ups and updates are recorded appropriately.
• Maintain control of calls and prioritise patient care and safety.
• Stay calm and resilient under pressure in fast-paced situations.
• Adjust communication styles to suit callers’ needs in distressing situations.

Job description

• Efficiently handle and assess urgent and non-urgent calls from patients, healthcare professionals, and external agencies, ensuring timely and appropriate responses.
• Follow established protocols and procedures to assess patient needs and provide guidance, escalating where necessary.
• Confidently use the patient management system to accurately record and relay essential information for clinical assessment.
• Ensure all patient details are accurately logged and directed to the appropriate healthcare professionals.
• Manage complex, sensitive, and confidential information regarding a patients condition with professionalism and discretion.
• Communicate with empathy and reassurance, demonstrating a caring and supportive approach to all callers.
• Ensure necessary follow-ups and updates are recorded appropriately.
• Maintain control of calls to ensure efficiency while prioritising patient care and safety.
• Stay calm and resilient under pressure, adapting to fast-paced and high-demand situations.
• Adjust communication styles to suit callers' individual needs, particularly in emotionally challenging or distressing situations.
  We are one of the world's busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city.

Working for us is an experience like no other, in a city like no other. Whatever your role you'll be helping people who need us the most. Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year. We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making. We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference. London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.

Shift patterns/hours available: Evenings and Weekends - 30 and 37.5 hours p/w. You must be able to work between 16:00 to 02:00 on Weekdays (Monday to Friday) and between 06:00-02:00 on Weekends (Saturday and Sunday). You will also be required to work 2.5 weekends out of 4. Weekend Only - Only 15 hour p/w. You must be able to work anytime between 06:00 to 02:00 every weekend (Saturday and Sunday) Overnight - 37.5 hours p/w only. You must be able to work between the hours of 20:00 to 08:00 throughout the week.(Monday to Sunday) and you will be required to work 2.5 weekends out of 4.

Benefits

• Would you like generous NHS Benefits for shopping , outings and holidays; 27 annual leave days (plus 8 days bank holiday) and NHS Pension?
• Unsocial hours enhancements (In accordance to NHS Terms and Conditions Agenda for Change section 2)
• Generous NHS Pension Scheme 27 days annual leave(pro rata), plus additional bank holiday leave allocate