NHS 24 Call Handler — 24/7 Patient Triage

NHS National Services Scotland; Dundee, South Queensferry, Clydebank; Sur place; GBP 29 000 - 31 000; Plein temps

Avantages offerts par ce poste

35 days annual leave (pro rata)

Bursary scheme

Employee Assistance Programme

Cycle to Work Scheme

NHS discounts

Résumé du poste

NHS 24 in Scotland is recruiting a Call Handler to join our regional centres in Dundee, South Queensferry, Clydebank or Cardonald. You will be the first point of contact for patients calling the 111 service, gathering information and guiding them to the appropriate care while following strict NHS 24 protocols.

Working under clinical supervision, you will remain calm and empathetic, manage multiple computer systems, and use language support tools if English isn’t the first language.

Qualifications

• Excellent communication skills and ability to follow established processes in a fast-paced healthcare environment.
• Computer literacy and experience navigating multiple systems.
• Ability to multitask and work under pressure.
• Good keyboard skills with high accuracy.

Responsabilités

• Be the first point of contact for patients or carers, establishing the nature of the call and identifying required assistance.
• Search and update computerised patient records to maintain accuracy.
• Ask effective questions while respecting confidentiality and NHS 24 protocols.
• Use language support tools (e.g., Language Line) when needed.
• Navigate the Patient Contact Management system to ensure a safe patient journey and accurate recording.
• Record and clearly convey patient information.

Connaissances

Communication skills

Computer literacy

Multitasking

Questioning skills

Formation

SCQF Level 5 or equivalent

Description du poste

NHS 24 in Scotland is recruiting a Call Handler to join our regional centres in Dundee, South Queensferry, Clydebank or Cardonald. You will be the first point of contact for patients calling the 111 service, gathering information and guiding them to the appropriate care while following strict NHS 24 protocols.

Working under clinical supervision, you will remain calm and empathetic, manage multiple computer systems, and use language support tools if English isn’t the first language.