Urgent Health Advice Call Handler

London Ambulance Service NHS Trust; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

NHS Benefits

NHS Pension

27 days annual leave + bank holidays

Unsocial hours enhancements

Job summary

London Ambulance Service NHS Trust is seeking a Call Handler to efficiently assess, log and manage urgent and non-urgent calls across London. You will follow protocols, use the patient management system for vital information, and escalate where needed.

We value empathy, discretion, and resilience in high-pressure settings. Shift patterns include evenings, weekends, and overnight hours; NHS benefits and pension are provided to staff.

Responsibilities

• Handle and assess urgent and non-urgent calls from patients, healthcare professionals and external agencies.
• Follow established protocols and procedures to assess patient needs and provide guidance.
• Use the patient management system to accurately record and relay essential information.
• Ensure all patient details are logged and directed to appropriate healthcare professionals.
• Manage confidential information with professionalism and discretion.
• Communicate with empathy and reassurance to callers.
• Ensure follow-ups and updates are recorded appropriately.
• Maintain control of calls and prioritise patient care and safety.
• Stay calm and resilient under pressure in fast-paced situations.
• Adjust communication styles to suit callers’ needs in distressing situations.

Job description

London Ambulance Service NHS Trust is seeking a Call Handler to efficiently assess, log and manage urgent and non-urgent calls across London. You will follow protocols, use the patient management system for vital information, and escalate where needed.

We value empathy, discretion, and resilience in high-pressure settings. Shift patterns include evenings, weekends, and overnight hours; NHS benefits and pension are provided to staff.