NHS 111 Health Advisor

Integrated Care 24 Ltd; Norwich; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Comprehensive training

Ongoing coaching

Supportive team

Job summary

Integrated Care 24 Ltd (IC24) is recruiting an NHS 111 Health Advisor in the UK. You will be the first point of contact for patients, listen carefully to concerns, and gather information to understand needs.

Using NHS Pathways, you will assess urgent and non-urgent conditions, signpost to self-care, primary care or emergency services, with comprehensive training and ongoing coaching and support. The role is based on site with a supportive, mission-driven team.

Qualifications

• Excellent communication with patients and families.
• Ability to gather information accurately and concisely.
• Comfort with handling emotionally charged calls and fast-paced environments.

Responsibilities

• Being the first point of contact for patients seeking NHS 111 assistance.
• Answer NHS 111 calls, listen carefully to concerns and gather information to understand needs.
• Assess patient needs safely using NHS Pathways to determine appropriate care and next steps.

Skills

Empathy

Active listening

Communication

Decision making

Tools

NHS Pathways

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. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients needs and help them access the right care, from the right service, at the right time. No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, those in mental health crises or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast-paced environment. This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless

and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed. To learn more about a day in the life of a Health Advisor click here to watch our video. 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, ensu,

The NHS 111 Health Advisor at IC24 is a critical role where you will act as the first point of contact for individuals seeking medical advice and support. This role involves answering NHS 111 calls, carefully listening to patients' concerns, and using NHS Pathways to assess their needs safely. You will need to signpost callers to the appropriate service, whether it's self-care, primary care, or an emergency response. The position requires maintaining professionalism, empathy, and sound decision-making in high-pressure situations. Comprehensive training and ongoing support are provided to ensure you are equipped to deliver high-quality care.

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise that provides NHS 111, GP Out of Hours, primary care, and urgent care services to over six million patients across the UK. IC24 focuses on helping patients access timely care, supported by a dedicated team that receives comprehensive training and ongoing coaching. Working at IC24 involves a rewarding but challenging environment where teamwork and support from colleagues and clinicians are vital. IC24 is committed to inclusivity and equal opportunities, inviting applications from diverse backgrounds to create an environment where everyone feels accepted and valued.