111 Call Handler- Bedford

Job description

Job responsibilities

Post:NHS 111 Call Handler

Responsible to:Contact Centre Manager

Location/Base:Enhanced Services Centre, Kimbolton Road, Bedford, MK40 2NT

Hours per Week:16-37.5 hours per week. Varied rota patterns over 24/7.

Overall Purpose of the Job:

As an NHS 111 Call Handler you will be the first point of contact for patients, their relatives and health care professionals managing urgent and non-urgent cases when they call for medical advice.

Using the NHS Pathway software, you will be charged with assessing the patients condition and ensuring

they are directed to the most appropriate healthcare professional or service including advice on how to

manage their symptoms at home.

As part of an integrated urgent care team, and will work with non-clinical and clinical colleagues, including

healthcare professionals such as nurses, doctors, allied health professionals, pharmacists and dentists.

In this role you will be trained to use advanced listening and probing skills, to ensure that every patient is

provided with clear advice and signposted correctly.

Principle responsibilities will include:

To deliver an effective, safe and competent call handling service for callers to NHS111 which includes patients, their representatives and Healthcare professionals

To represent the organisation in a professional and courteous manner in accordance with agreed

protocols.

Be responsible for the prioritisation of presenting clinical symptoms, supported by decision support

software throughout a 24-hour period. Using the NHS Pathways software, you will provide the

appropriate response based on the patients symptoms/needs

To ensure that patients are prioritised appropriately and directed to the most appropriate service.

This could be to transfer the call to a clinician in the contact centre, despatch an ambulance in the

case of an emergency or refer onto or provide information about other available services.

Liaising with other agencies and healthcare providers to ensure patients are appropriately directed

Principle responsibilities continued:

Identify issues which may negatively impact upon service delivery and reporting these on to the

Manager on duty in a timely fashion

To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills

to enhance patient care

Reflect the diversity of needs in healthcare communities by utilising all available resources to facilitate

access to the service where there are barriers to communication and understanding, e.g. interpretation services

To work within the integrated governance process at HUC and comply with its requirements

To identify and highlight appropriately any issues regarding a vulnerable child or adult

To ensure appropriate and effective communication links with other providers and services e.g. the

ambulance service

To undertake and engage with personal development, education, training and meetings

To participate in own development, self-review and appraisal, identifying areas of need for personal development in order to meet with service requirements

Person Specification

Qualifications

Essential

• GCSEs in Maths and English at grade 4 (or C) or above (or equivalent qualification)

Experience

Essential

• Previous customer service experience

Desirable

• Call centre experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

HUC

Address

Enhanced Service Centre 2nd

Floor 3

Kimbolton Road

Bedford

MK40 2NT

Employer's website

https://hucweb.co.uk/ (Opens in a new tab)