Call Handler

NHS 24; Glasgow; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Disability Confident employer scheme

Job summary

NHS 24 in Scotland is recruiting a Call Handler to join our 111/Out-of-Hours support team. This post offers part-time, on-site contracts at Dundee, South Queensferry, Cardonald, Clydebank or Glasgow centres.

You will be the first point of contact for patients and carers, delivering compassionate guidance and essential information to support safe patient journeys. Working under clinical supervision, you will handle a wide range of calls, follow NHS 24 protocols, and ensure accurate data entry and

Responsibilities

• First point of contact with patient or carer, determine nature of call and needed assistance
• Access and update patient records with demographics
• Ask effective questions while protecting confidentiality and update records
• Utilise Language Line or similar tools when language barriers exist
• Navigate the Patient Contact Management system to ensure a safe patient journey and accurate recording
• Record accurately and communicate clearly
• Identify life-threatening conditions and transfer to emergency services as appropriate
• Ensure correct service access via good communication

Skills

Communication skills

Teamwork

Customer service

Job description

Call Handler

Call Handler - Recruiting at Dundee, South Queensferry, Cardonald and Clydebank.

Are you looking for a new opportunity with a service-based environment?

Can you demonstrate the ability to effectively communicate within a fast-paced environment?

Are you passionate about engaging with others and working as part of a team to achieve shared goals?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Our Regional Centres are located at Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based at our Dundee, South Queensferry, Clydebank or Cardonald Regional Centres, with 24-hour and 30-hour contracts available.

While we will aim to accommodate your preferred location, we cannot guarantee your first choice of Regional Centre, as placement will be subject to organisational requirements and available seating capacity.

The Role

The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.

Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.

Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.

Key Responsibilities

• To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
• On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
• Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
• Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
• Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
• Accurate recording and clear verbal communication of patient information
• Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
• Use good communication skills to ensure that the appropriate service is accessed

Proud member of the Disability Confident employer scheme

Company: NHS 24 Hours: Part-time Location: Glasgow, G51 4EB Working pattern: On-site Job type: Permanent Posting date: 27 Oct 2026 Closing date: 2 Nov 2026

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.