Clinical Advisor

CLEO Systems 24 Ltd; Norwich; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

NHS Pension Scheme

33 days annual leave pro rata

Wellbeing support and EAP

Professional development opportunities

Job summary

IC24 is seeking an experienced Clinical Advisor to assess patients over the phone using NHS Pathways, delivering evidence-based clinical advice and safe onward referrals. You will use professional judgement, clinical assessment and empathy to guide patients to the right care, at the right time.

Based in Norwich, you will join a multidisciplinary team, work flexibly across a 24/7 rota and receive comprehensive training, supervision and professional development to support safe, high-quality care.

Qualifications

• Registered Adult Nurse or Paramedic with relevant post-registration experience.
• Excellent assessment, communication and clinical decision-making skills.
• Willingness to work across a 24/7 rota with flexibility.

Responsibilities

• Deliver expert clinical assessment over the phone using NHS Pathways.
• Provide safe, evidence-based clinical advice and onward referrals.
• Support patients through difficult situations with empathy and professionalism.
• Give clinical guidance to Health Advisors during escalated calls.
• Remain calm under pressure and make timely, safe clinical decisions.

Skills

Nurse

Paramedic

NHS Pathways experience

Clinical assessment

Communication

Job description

The Role

Use your clinical expertise to help patients get the right care, first time. Every day, thousands of people contact NHS 111 looking for urgent advice, reassurance and clinical support. As an IC24 Clinical Advisor, you'll be at the heart of those conversations. Using your professional judgement, advanced assessment skills and NHS Pathways, you'll assess patients over the phone, provide evidence-based clinical advice and ensure they receive the right care, from the right service, at the right time. No two calls are the same. One moment you could be supporting a worried parent whose child has developed a fever. The next, assessing a patient with chest pain, helping someone experiencing a mental health crisis or identifying safeguarding concerns that requires immediate action. Working as part of a multidisciplinary team, you'll combine your clinical expertise with excellent communication skills to make safe, timely decisions that have a direct impact on patient care and outcomes. This isn't traditional frontline nursing or paramedic practice. It's a role where your assessment skills, clinical judgement and ability to stay calm under pressure can make a difference to thousands of patients every week. Whether you're looking for greater flexibility, a new clinical challenge or a role that allows you to use your expertise in a different way, this is an opportunity to build a rewarding career in urgent care.

What you'll be doing

• Delivering expert clinical assessment
• Assess patients presenting with a wide range of physical health conditions, injuries, mental health concerns and safeguarding issues using NHS Pathways and your professional clinical judgement.
• Providing safe clinical advice
• Deliver evidence-based self-care advice, safety-netting information and onward referrals, ensuring every patient receives the most appropriate outcome.
• Supporting patients through difficult situations
• Manage complex, sensitive and emotionally challenging conversations with empathy, professionalism and reassurance.
• Supporting colleagues
• Provide clinical guidance to Health Advisors during escalated or complex calls, helping ensure patients receive safe and effective care.
• Making timely clinical decisions
• Assess risk, prioritise patient safety and make informed clinical decisions within your professional scope of practice.
• Working collaboratively
• Work closely with colleagues across the wider urgent care system to support effective patient pathways and continuity of care.
• Maintaining professional excellence
• Keep your clinical knowledge up to date through training, supervision, competency assessments and continuing professional development.
• Promoting safe, high-quality care
• Recognise safeguarding concerns, contribute to service improvements and uphold IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who this role suits

• Are a registered Adult Nurse or Paramedic with at least two years' recent post-registration experience in primary care, urgent care or emergency care.
• Have excellent assessment, communication and clinical decision-making skills.
• Remain calm and confident when managing complex or emotionally challenging situations.
• Enjoy using your knowledge to assess patients remotely and guide them towards the right care.
• Can balance empathy with sound clinical judgement.
• Work well independently while contributing to a supportive multidisciplinary team.
• Are confident using technology and multiple clinical systems.
• Are committed to continuous professional development and maintaining clinical excellence.
• Can work flexibly across a 24/7 rota, including evenings, weekends and bank holidays.
• Previous telephone triage or NHS Pathways experience is welcomed but not essential, as full training will be provided where required.

Why IC24?

Working in urgent care is demanding, but you'll never face those challenges alone. At IC24, you'll join an experienced multidisciplinary team committed to delivering outstanding patient care while supporting one another every day. You'll receive comprehensive induction, ongoing clinical supervision, regular coaching and continuous professional development to help you grow throughout your career. Following six months in post, hybrid working may be considered, subject to individual performance and service requirements. As a leading not-for-profit social enterprise, everything we do is focused on improving patient care while creating an environment where our colleagues feel valued, supported and empowered to develop.

Let's be honest about the role

This role isn't for everyone. You'll make important clinical decisions every shift, often supporting patients experiencing distressing symptoms, mental health crises or safeguarding concerns. The pace can be fast, and you'll need to adapt quickly as priorities change throughout the day. Working remotely means your assessment, communication and decision-making skills become even more important. You'll need to gather detailed information, manage uncertainty and make safe clinical decisions without seeing the patient face-to-face. What can't be taught is clinical curiosity, emotional resilience, sound judgement and a genuine commitment to delivering safe, compassionate care. If those qualities describe you, we'll provide the training, support and development to help you succeed.

Who are we?

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK. Every day, our people help patients access the care they need, when they need it most.

Location

Location: Norwich, Norfolk

Hours available

As we are an out of hours service, our busiest times are evenings, nights and weekends. We have contracts available from 16 to 37.5 hours per week and a variety of shift durations. Full-time roles Early shifts starting at 7am or 8am. Late shifts finishing at 9pm or 10pm. Late-shift only contracts available. Dedicated night shifts (from 8pm through to 8am). Weekend working at least every other weekend, with opportunities for additional weekend shifts. Part-time roles Primarily evening shifts between 4pm and 12pm. Weekend-only opportunities available.

What’s in it for you?

• Pay starting from £19.12 per hour during training, rising to £24.86 per hour on Saturdays and £30.59 per hour on Sundays and Bank Holidays.
• Opportunity to join the NHS Pension Scheme
• 33 days annual leave per annum pro rata
• Enhanced family leave policies
• Wellbeing support and Employee Assistance Programme
• Occupational health services
• Professional development opportunities
• Access to reward and discount schemes
• Blue Light Card eligibility
• The opportunity to do meaningful work that genuinely makes a difference to people's lives

If you aren't already NHS Pathways trained, you'll need to commit to eight weeks of full-time training. Existing Pathways-trained clinicians will be asked to provide three months of satisfactory audit results.

Employment is subject to proof of eligibility to work in the UK, 3 years’ of satisfactory references and an Enhanced DBS check with Barred Lists.

We celebrate brave ideas and brave people. We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage. We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We’re dedicated to creating an inclusive environment where everyone feels they belong. If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.