NHS 111 Health Advisor

Integrated Care 24; Peterborough; On-site; GBP 20,000 - 26,000; Full time

Job summary

Integrated Care 24 (IC24) is recruiting Health Advisors to be the calm voice callers rely on when they need urgent NHS 111 support. You'll listen, assess using NHS pathways and guide people to the right care, at the right time, across a fast-paced environment.

You don't need prior healthcare experience; the role focuses on communication, empathy and accuracy. Comprehensive training and ongoing coaching will help you develop clinical systems knowledge and confidence.

Qualifications

• No prior healthcare experience required; communication skills and calm under pressure matter.
• Clear spoken and written English, with the ability to empathise and listen actively.
• Willingness to learn NHS Pathways and clinical processes through training.

Responsibilities

• Answer NHS 111 calls, listen to concerns and gather information to understand needs.
• Assess urgent and non-urgent conditions using NHS Pathways to ensure safe outcomes.
• Signpost callers to appropriate services, including self-care, primary care or urgent care.
• Manage conversations with empathy while maintaining professionalism and accuracy.

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.

Package 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.

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's 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, escalat?? 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