NHS 111 Health Advisor — 24/7 Caller Support & Care Guidance

The Methodist Church in Britain; Macclesfield; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

NHS Pension Scheme

33 days annual leave

Enhanced family leave policies

Wellbeing support

Employee Assistance Programme

Occupational health services

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

English proficiency

Decision making under pressure

Empathy

Tech literacy

Multitasking

Job description

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.