NHS 111 Health Advisor

Integrated Care 24 Ltd; Ashford; On-site; GBP 33,062,000 - 44,083,000; Full time

Benefits offered by this job

NHS Pension Scheme

33 days annual leave

Enhanced family leave policies

Job summary

Integrated Care 24 Ltd is seeking Health Advisors to handle NHS 111 calls from our office in the UK. The role involves listening to patients, gathering information, and directing them to the right care with empathy and professionalism.

You’ll train in NHS Pathways and clinical processes, with a 24/7 rota including weekends. 100% office attendance is required, and shifts cover early, late, and night periods.

Responsibilities

• Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.
• Assess patient needs safely using NHS Pathways and approved processes to ensure safe outcomes.
• Signpost callers to appropriate services, including self-care, primary care, urgent treatment, community services or emergency response.
• Support distressed or vulnerable callers with empathy while maintaining professionalism.
• Navigate multiple IT systems, record information accurately and follow established processes.
• Work to quality standards and compliance requirements with patient safety in mind.
• Participate in training and ongoing development to build knowledge and confidence.
• Recognise safeguarding concerns and reflect IC24 values in every interaction.

Job description

The Role

Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support.

100% office attendance required

What You'll Be Doing

• Being the first point of contact for patients Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.
• Assessing patient needs safely Use NHS Pathways and approved processes to assess both urgent and non-urgent conditions, ensuring patients receive safe and appropriate outcomes.
• Directing people to the right care Signpost callers to the most appropriate service, whether that is self-care advice, primary care, urgent treatment, community services or an emergency response.
• Managing challenging conversations Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.
• Multitasking with accuracy Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.
• Delivering high-quality care Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.
• Learning and developing Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.
• Supporting safe patient care Recognise safeguarding concerns, elevate where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

Who This Role Suits

You don't need previous healthcare experience to succeed as a Health Advisor. What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes - you bring the right attitude, and we'll help you develop the rest.

You'll Thrive In This Role If You

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast-paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.
• Values inclusion, dignity, confidentiality and respect for everyone

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.

Why IC24?

Working in NHS 111 is rewarding, but it comes with challenges. At IC24, you'll never face those challenges alone. You'll receive comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians who want to see you succeed. Whether you're joining from customer service, retail, hospitality or healthcare, we'll help you build the confidence and skills to become an outstanding Health Advisor.

Let’s Be Honest About The Role

This role isn't for everyone. Calls can be back-to-back, and you'll regularly speak with people who are worried, distressed or experiencing serious symptoms. The pace is fast, the training is intensive and there's a lot to learn as you build confidence using NHS Pathways, clinical processes and multiple computer systems.

Some New Starters Underestimate

• The intensity and volume of calls.
• The emotional impact of difficult conversations.
• The level of multitasking and IT skills required.
• The importance of attendance, punctuality and personal resilience.
• How quickly safe decisions sometimes need to be made.
• The ongoing learning, coaching and quality assessments that support safe patient care.

Working Hours

All Health Advisors must be able to work at least 50% of weekends.

Full-Time Options

You'll work a mix of early and late shifts, starting at 7am or 8am and finishing later than 10pm. If preferred, you can choose to work only late shifts or night shifts (typically 10pm to 6am). Weekend shifts are required every other weekend, but you can opt to work more if you'd like.

Part-Time Options

Part-time roles mainly focus on evening and weekend shifts, but a mix of early and evening shifts may be offered. Weekday shifts are between 4-6-hours, either early between 6am-12noon or late from 4pm and longer shifts on the weekends. Weekend-only roles are also available, and additional hours may be offered during busy periods

Training and Start Dates

We're looking for candidates who can start training in November and December. Please note, the training for this role runs for 5 weeks and is full time (37.5 hours per week). We offer these courses in two timetables, either Monday-Friday 9am-5pm or Evening and Weekends.

What's in it for you?

• £12.75 per hour, plus enhancements of up to 60% for unsociable hours.
• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies.
• Wellbeing support, Employee Assistance Programme and occupational health