Job summary
Welcome bonus of up to £1000 pro rata available*
New enhanced pay rates applicable as of 21st February 2022
The Role
Express new ideas, take initiative and save lives. Others talk about being brave, at IC24, we're made that way.
From providing high quality integrated urgent care for over six million people, to thinking of innovative solutions for our patients – every role at IC24 is made to be brave.
As a Health Advisor at IC24, you’re the first point of contact for our patients. It can be tough but you’ll join an experienced team of NHS 111 Health Advisors in our care coordination centre to help and support you.
As a vital voice, you’ll be dealing with very difficult situations. When our patients dial 111 you’ll be the voice at the end of the line. It’ll be up to you to deliver sometimes life-changing advice; triaging a wide range of calls and providing safe, effective assessment and non-clinical advice using the NHS Pathways System.
Main duties of the job
Who are we?
We are Integrated Care 24 (IC24), the leading not-for-profit Social Enterprise providing innovative and patient-focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services, and health and justice nursing services.
Location: Norwich
Hours Available: (Homeworking may be available after 6 months subject to requirements)
- Part Time - 12-20 hours per week, working every Saturday and Sunday or every Saturday and Sunday plus evening shifts during the week.
- Part Time - 30 hours per week between 6am and 1am (there is a requirement to work 4 ½ weekends out of 6 as well as public holidays)
Training
Applicants must be available to start training on either the 7th or 28th February 2022
The 7th February course is 3 Weeks, Monday to Friday 9am to 5pm
The 28th February course is 3 weeks, Monday to Friday 9am to 5pm
We are committed to providing equal opportunities for all people and we particularly encourage applications from ethnic minorities, applicants with a disability and those from other under-represented groups.
About us
What’s in it for you?
- An hourly rate of £9.17 - £12.66 depending on hours worked during the week, and fulfilling performance requirements
- New hourly rates as of 21st Feb will be £10.50 - £13.86 depending on experience and hours worked during the week (Full-time equivalent basic salary of £20,530 - £22,583 per annum). Enhancements are paid between 2000 and 0600 hours and for all hours on weekends, with further enhancements on bank holidays
- Welcome bonus of up to £1000 pro rata available* (subject to T&C's)
- Additional annual leave above statutory minimum based on service
- Opportunity to join the NHS Pension Scheme
- Free membership to our reward and benefit platform “Perkbox”
- Full paid training
- Learning and development opportunities
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and two references.
If you would like a tour of the call centre or have any questions relating to the role please email careers@ic24.nhs.uk
Job description
Job responsibilities
JOB PURPOSE
You will manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs, using the Clinical Decision Support System (CDSS) appropriately to direct the patient to the service suitable for their needs. Your ability to deal with a range of different situations calmly and professionally is key to our ability to delivery outstanding patient care.
KEY RESPONSIBILITES AND ACCOUNTABILITIES
Call Handling
- Receive requests for assistance, treatment or care to IUC / NHS 111 contact centre. The requests may be from members of the public, healthcare practitioners or other professionals.
- Interact with Individuals using telecommunications. You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
- Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC / NHS 111 service. You will need to adjust the way you communicate to fit their knowledge and deal with callers with empathy and understanding. You will accurately record and check or amend details on the call logging computer system.
- Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/ callers to the most appropriate care/service using the Directory of Services where appropriate, guided by CDSS. This includes making judgements around what may or may not be significant changes in a patients condition. This may involve recognition and appropriate response to emergency situations.
- Support the safeguarding of individuals following local protocols and standards. Relate to others in ways which support rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
- Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new colleagues. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, annual leave of other Health Advisors. Work flexibly across sites as required by the service.
General Duties - Act within the limits of your competence and authority, i.e. work to CDSS competencies and adhere to local protocols and procedures.
- Make sure your actions reduce risks to health and safety by maintaining a tidy office/contact centre at all times, cleaning equipment before use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents and risks identified through Ulysses or via line manager.
- Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality of all issues concerned with the service. Adhere to requirements of the Data Protection Act 1984, information governance and Caldicott Principles.
Foster peoples equality, diversity and rights by being proactive against discrimination.
Managing Self
- Make use of supervision. Participate in regular supervision in line with local guidelines in order to continually improve your performance and gain support following difficult calls.
- Develop your own knowledge and practice, which includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace.
- Ensure personal fitness for work presenting a positive image of self and the organisation. Maintain professional conduct including appearance at all times.
- Developing Others. There is scope to add a CDSS coaching function to this role once you have gained experience and wish to support development of others, which will require additional competencies.
- Undertake coaching or mentoring with new Health Advisors to support them in the IUC / NHS 111 contact centre and their use of CDSS, as requested. This will require additional training to gain accreditation as an NHS Pathway coach or other CDSS equivalent.
Job description
Job responsibilities
JOB PURPOSE
You will manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs, using the Clinical Decision Support System (CDSS) appropriately to direct the patient to the service suitable for their needs. Your ability to deal with a range of different situations calmly and professionally is key to our ability to delivery outstanding patient care.
KEY RESPONSIBILITES AND ACCOUNTABILITIES
Call Handling
- Receive requests for assistance, treatment or care to IUC / NHS 111 contact centre. The requests may be from members of the public, healthcare practitioners or other professionals.
- Interact with Individuals using telecommunications. You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
- Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC / NHS 111 service. You will need to adjust the way you communicate to fit their knowledge and deal with callers with empathy and understanding. You will accurately record and check or amend details on the call logging computer system.
- Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/ callers to the most appropriate care/service using the Directory of Services where appropriate, guided by CDSS. This includes making judgements around what may or may not be significant changes in a patients condition. This may involve recognition and appropriate response to emergency situations.
- Support the safeguarding of individuals following local protocols and standards. Relate to others in ways which support rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
- Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new colleagues. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, annual leave of other Health Advisors. Work flexibly across sites as required by the service.
General Duties - Act within the limits of your competence and authority, i.e. work to CDSS competencies and adhere to local protocols and procedures.
- Make sure your actions reduce risks to health and safety by maintaining a tidy office/contact centre at all times, cleaning equipment before use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents and risks identified through Ulysses or via line manager.
- Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality of all issues concerned with the service. Adhere to requirements of the Data Protection Act 1984, information governance and Caldicott Principles.
Foster peoples equality, diversity and rights by being proactive against discrimination.
Managing Self
- Make use of supervision. Participate in regular supervision in line with local guidelines in order to continually improve your performance and gain support following difficult calls.
- Develop your own knowledge and practice, which includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace.
- Ensure personal fitness for work presenting a positive image of self and the organisation. Maintain professional conduct including appearance at all times.
- Developing Others. There is scope to add a CDSS coaching function to this role once you have gained experience and wish to support development of others, which will require additional competencies.
- Undertake coaching or mentoring with new Health Advisors to support them in the IUC / NHS 111 contact centre and their use of CDSS, as requested. This will require additional training to gain accreditation as an NHS Pathway coach or other CDSS equivalent.
Person Specification
Qualifications
Desirable
- Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills
Experience
Essential
- Experience of using a computer
Desirable
- Previous experience working and communicating with the public
- Previous experience working in a team or with stakeholders across a range of settings
Personal Qualities
Essential
- Communication Skills
- Interpersonal Skills
- Emotional Resilience
- Professionalism
- Teamwork
General
Essential
- Must be eligible to work in the UK
- Ability to work unsocial hours including 24/7 shift work and bank holidays
- Willing and able to participate in competency work-based training
- Commitment to Continuous Professional Development (CPD) and lifelong learning
Person Specification
Qualifications
Desirable
- Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills
Experience
Essential
- Experience of using a computer
Desirable
- Previous experience working and communicating with the public
- Previous experience working in a team or with stakeholders across a range of settings
Personal Qualities
Essential
- Communication Skills
- Interpersonal Skills
- Emotional Resilience
- Professionalism
- Teamwork
General
Essential
- Must be eligible to work in the UK
- Ability to work unsocial hours including 24/7 shift work and bank holidays
- Willing and able to participate in competency work-based training
- Commitment to Continuous Professional Development (CPD) and lifelong learning
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.
