NHS 111 Health Advisor

The Methodist Church in Britain; Macclesfield; Vor Ort; GBP 21.000 - 26.000; Vollzeit

Benefits dieser Stelle

NHS Pension Scheme

33 days annual leave

Enhanced family leave policies

Wellbeing support

Employee Assistance Programme

Occupational health services

Zusammenfassung

Integrated Care 24 (IC24) runs NHS 111 and is seeking a Health Advisor to answer calls, assess needs using NHS Pathways, and direct callers to appropriate care. The role is fully office-based with a 24/7 rota, including weekends; no prior healthcare experience is required and training starts in January over five weeks.

You will support distressed callers with empathy, navigate multiple IT systems, and participate in ongoing development while prioritising patient safety.

Qualifikationen

• Clear communication with diverse callers.
• Excellent spoken and written English.
• Remain calm and make quick, safe decisions.
• Show empathy while maintaining boundaries.
• Proficient with multiple IT systems.
• Ability to multitask during calls.

Aufgaben

• Answer NHS 111 calls, listen to patients' concerns and gather the information needed to understand their needs.
• Use NHS Pathways and approved processes to assess urgent and non-urgent conditions and ensure safe outcomes.
• Direct callers to the most appropriate service, including self-care, primary care, urgent treatment, community services or an emergency response.
• Support callers who are distressed, anxious or vulnerable, showing empathy while keeping professional boundaries.
• Navigate multiple IT systems, record information accurately and follow processes while on calls.
• Work to quality standards, service expectations and compliance requirements, keeping patient safety central to every decision.
• Take part in training, coaching, competency assessments and ongoing development.
• Recognise safeguarding concerns, elevate where appropriate and uphold IC24's values of Care, Excellence, Respect and Innovation.

Kenntnisse

Communication skills

English proficiency

Decision making under pressure

Empathy

Tech literacy

Multitasking

Jobbeschreibung

This Health Advisor post sits within NHS 111, run by not-for-profit social enterprise Integrated Care 24 (IC24) and taking calls from the public. The work centres on answering calls as the first point of contact, assessing needs through NHS Pathways and steering callers to the right care, from self-care advice to an emergency response. The role is fully office-based and runs on a 24/7 rota, with at least half of weekends worked. No previous healthcare experience is needed, and training starts in January over five weeks.

What the job involves

• Answer NHS 111 calls, listen to patients' concerns and gather the information needed to understand their needs
• Use NHS Pathways and approved processes to assess urgent and non-urgent conditions and ensure safe outcomes
• Direct callers to the most appropriate service, including self-care, primary care, urgent treatment, community services or an emergency response
• Support callers who are distressed, anxious or vulnerable, showing empathy while keeping professional boundaries
• Navigate multiple IT systems, record information accurately and follow processes while on calls
• Work to quality standards, service expectations and compliance requirements, keeping patient safety central to every decision
• Take part in training, coaching, competency assessments and ongoing development
• Recognise safeguarding concerns, elevate where appropriate and uphold IC24's values of Care, Excellence, Respect and Innovation

What’s required

Skills & knowledge

• Communicate effectively and build rapport with people from all walks of life
• Excellent spoken and written English
• Stay calm under pressure and make sound decisions in fast-paced situations
• Show empathy and work with accuracy
• Confidence using technology and navigating multiple computer systems
• Multitask accurately while speaking with callers

Checks & eligibility

• Proof of eligibility to work in the UK
• Enhanced DBS with Barred Lists check

Other

• Genuine desire to help people and make a positive difference
• Reliable, with good attendance and performance
• Able to work a 24/7 rota, including weekends and at least 50% of weekends
• Three years of satisfactory references

What’s offered

• NHS Pension Scheme
• 33 days annual leave
• Enhanced family leave policies
• Wellbeing support, Employee Assistance Programme and occupational health services
• Ongoing training, coaching and career development opportunities
• Blue Light Card eligibility and access to employee reward and discount schemes
• Enhancements of up to 60% for unsociable hours