Call Centre -Health Advisor Band 3

TN United Kingdom; Wakefield; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Health Advisor in Wakefield, where you will be the vital first point of contact for patients seeking urgent care. In this dynamic role, you will utilize NHS Pathways to assess patient needs and guide them to the appropriate healthcare resources. Your strong communication and problem-solving skills will be essential as you provide crucial advice and support to callers. This position offers a unique opportunity to make a significant impact on patient care while working in a supportive and collaborative environment. If you are passionate about healthcare and helping others, this role is perfect for you.

Qualifications

• Experience in a call centre or healthcare environment preferred.
• Ability to provide clear, evidence-based advice.

Responsibilities

• Act as the first point of contact for patients and healthcare professionals.
• Provide assessment and health information to callers.

Skills

Communication Skills

Listening Skills

Problem-Solving

NHS Pathways Knowledge

Education

Health-related Qualification

Tools

NHS Pathways

Job description

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Call Centre - Health Advisor Band 3, Wakefield

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Client:

MET Recruitment

Location:

Wakefield, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

44f70ce8d0c5

Job Views:

11

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Call Centre – Health Advisor Band 3

Wakefield and Rotherham Call Centres

Temporary - Permanent

Job Role Summary

As a Health Advisor for the Integrated Urgent Care service, you will be the first point of contact for communication with patients, relatives, healthcare professionals, and other callers. Using NHS Pathways, you will record patients’ demographics and clinical information, assess their condition, and direct them to the appropriate healthcare professional or end disposition.

You will provide assessment, basic advice, and health information to patients calling 111, supporting them to access the right level of care, including advice to manage symptoms at home.

Core Responsibilities

Communication and Relationship Responsibilities

• Deliver high-quality, safe, and effective healthcare over the phone using NHS Pathways
• Support patients in managing their conditions at home when appropriate
• Effectively liaise between callers and third parties in critical situations, e.g., child abuse cases
• Conduct patient contacts with emphasis on clear, evidence-based advice and signposting
• Use advanced listening and probing skills across challenging calls
• Negotiate using complex communication skills, including language support if necessary
• Communicate actively with team members to ensure service delivery
• Be prepared to undertake alternative roles within the Trust during business continuity situations

Planning and Organisational Responsibilities

• Maintain knowledge of emergency procedures and escalate issues when needed
• Inform a Team Leader of factors affecting service delivery promptly
• Meet daily KPIs and targets
• Remain focused on service delivery amidst a diverse and unpredictable workload

Resource Responsibilities

• Keep accurate records of service user enquiries during consultations
• Use information sources to support NHS Pathways decisions
• Maintain a safe working environment for self and colleagues
• Utilize available resources to accommodate diverse needs and facilitate access to services

Job Details

Reference: HA/CC_1656062944

Salary: £10.40 - £11.14 per hour

Industries: Call Centre and Customer Service

Location: Wakefield, West Yorkshire

Type: Temporary