NHS 111 Health Advisor - Dorking

The Methodist Church in Britain; Newsham; On-site; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Fully paid training

Annual leave

Pension scheme

Wellbeing support (Headspace)

Enhanced unsociable hours rate

Job summary

Practice Plus Group’s NHS 111 contact centre in the UK is offering a paid training post as Health Advisor. You will triage calls from patients and healthcare professionals using NHS Pathways and direct callers to the appropriate service. Training is fully paid, and shifts include evenings and weekends. Work is on-site; enhanced DBS is required. Sponsorship is not available.

Qualifications

• GCSE or Functional Skills English and Maths, or equivalent.
• Experience in a customer service role dealing with the public.

Responsibilities

• Triage calls from patients and professionals using NHS Pathways.
• Act as first point of contact and provide time-critical advice.
• Assess and prioritise calls by urgency; identify changes in patient condition.
• Arrange 999 services when necessary.
• Guide patients on symptoms and next steps.
• Signpost to services via Directory of Services.
• Record calls accurately on the logging system.

Skills

Good telephone manner

Calm handling of distressed callers

Clear medical instructions

Sound judgement

Accurate record keeping & computer use

Multitasking prioritisation

Education

GCSE/Functional Skills English & Maths

Job description

This is a paid training post as a Health Advisor in the NHS 111 contact centre run by Practice Plus Group. The work is triaging calls from patients and healthcare professionals on NHS Pathways and directing callers to the right service. Training is fully paid, shifts run to 24, 30 or 37.5 hours a week including evenings and weekends, and all work is on site. Sponsorship is not available, and an enhanced DBS check is required.

What the job involves

• Triage calls from patients and healthcare professionals using NHS Pathways and direct them to the most appropriate care
• Act as the first point of contact, giving time-critical advice
• Assess and prioritise calls by urgency, recognising significant changes in a patient's condition
• Arrange 999 services when a call requires emergency response
• Guide patients on their symptoms and next steps in their care
• Signpost callers to services using the Directory of Services
• Record calls accurately and in detail, checking and amending details on the call logging system
• Support the safeguarding of individuals following local protocols
• Provide cover for sickness, bank holidays and annual leave of other health advisors, working flexibly across sites
• Assist new members of staff and carry out general administrative and clerical duties
• Maintain confidentiality under data protection requirements and Caldicott Principles
• Use supervision and reflective practice to develop knowledge and performance

Qualifications

• GCSE or Functional Skills English and Maths, or equivalent

Experience

• Experience in a customer service role dealing with the public

Skills & knowledge

• Good telephone manner
• Calm handling of distressed or difficult callers under pressure
• Clear explanation of medical instructions to lay callers
• Sound judgement in assessing patient conditions
• Accurate, detailed record keeping and computer literacy
• Managing multiple cases and prioritising urgent calls

Checks & eligibility

• Enhanced DBS check
• Full eligibility and unrestricted right to work in the UK, as sponsorship is not offered

Other

• Able to work on site, as this is not a remote role
• Able to work shifts including some weekends and evenings
• Satisfactory references
• Passing training assessments and call audits

Nice to have

• Call centre experience

What’s offered

• Fully paid training to become a qualified Health Advisor
• Annual leave
• Competitive pension scheme
• Wellbeing support, including Headspace
• Enhanced rate for unsociable hours from Friday 18:00 to Monday 07:00 (non-contractual)
• Shift patterns based on 24, 30 or 37.5 hours a week
• Annual appraisal and continuing professional development
• Possible progression to a Pathways coaching role