NHS 111 Health Advisor - Croydon

London Ambulance Service NHS Trust

This job is now closed

Job summary

You don't always need a medical background to be part of the NHS frontline. The NHS111 service supports millions of patients to get the right urgent care for their needs, every year.

Health Advisors (call handlers) answer NHS111 calls and take patients through a series of questions to ascertain what they need. What you need most in this role is a compassionate and caring nature ,a warm friendly telephone manner with the ability to learn and process critical information accurately.

As part of our NHS111 service you'll be expertly trained to get people the help they need when they're ill, offer support, advice and give reassurance.

Part time and full time posts are available. However please note the initial training and coaching until sign off is full time.

You'll be educated to GCSE level C/4 (or equivalent) in Maths and English and possess fundamental IT skills. You'll haveexperience of working and communicating with members of the public, preferably by telephone.

Yourtrainingwill include:

callcentreequipment and software systems
customer (patient) care including call control
communication skills
first aid
prioritisingcalls
giving telephone advice.
Local policies and procedures

100% attendance is required for the training and coaching period, so no annual leave can be granted during this time.

Main duties of the job

This role is vital in the chain of care for patients therefore reliability and dedication is an important requirement from all successful applicants. As a Health Advisor you will manage urgent and non-urgent calls from patients, members of the public and healthcare professionals, such as GPs, nurses and pharmacists.

The role of a Health Advisor is a highly valuable one. You'll be there when it matters most, in a challenging, rewarding role that makes a real positive difference to patients. As a member of the integrated urgent care team, you'll work in the contact centre with non-clinical and clinical colleagues, including healthcare professionals such as nurses, doctors, paramedics, and pharmacists.You will also link in with the wider services across London such as our own ambulance service, hospital emergency departments, primary care services, community nursing, dentists, local pharmacists.

About us

You can build a career in integrated urgent care/NHS 111 and there are roles available at levels 2 to 9 (NHS Agenda for Change pay scale and relevant HCA) In addition to this you would be a member of the London Ambulance Service workforce which brings a wide range of career development and progression opportunities including working in the 999 service and our other directorates.

If you want a role that really makes a positive difference to people, with the potential for career progression in one of the busiest ambulance services in the world, this may be the right job for you.

Salary range for Health Advisor after completion of training: AFC band 3 range £27129 to *£38000 for full time (including Outer London High cost Area Supplement) depending on rota times and length of service. *Full time rota with maximum unsocial hours, covering nights and weekends. Salary will be based on the rota that you will agree to work during the recruitment process.
Salary during training £20346 pa. (including Outer London High cost Area Supplement)
Annual leave 27 days plus 8 Public holidays
NHS pension
NHS discounts programme
Flexible working can be requested after 6 months in post once the training and development period is complete. Any agreed changes to rotas must also cover the needs of our patients.

Date posted

21 March 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£27,129 to £28,649 a year incl HCAS pro rata

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

308-LAS111-0276

Job locations

Southern House

Croydon

CR0 1XG

Job description

Job responsibilities

As a 111 Health Advisor you will have an excellent telephone manner and commensurate communication skills. With experience of dealing with the public over the phone, you will be able to follow and interpret policies and procedures and have the ability to work under pressure and remain calm

The NHS111 Service is available 24/7 and is extremely busy, especially during the evenings and at weekends, therefore we are looking for candidates who are able to work the majority of their shifts during these periods and who are willing to work hard to deliver the best possible service to our patients.

The training is intensive and will include 3 weeks full time attendance in the classroom learning the NHS Pathways system and about the role itself, then there will be period of 2 weeks (2 x 37.5 hours) where you work different shift patterns in the 111 centre, taking NHS111 calls, with the support of a coach, until you are ready to take NHS111 calls on your own. After 10 weeks from the starting date there is a further 2 day course in the classroom. The training has assessments and requires commitment to complete all sessions i.e. 100% attendance.

Job description

Job responsibilities

Person Specification

Experience/Ability

Essential

Experience of dealing with the public over the phone
Ability to use own initiative
Ability to follow and interpret policies and procedures
Ability to work under pressure and remain calm

Person Specification

Experience/Ability

Essential

Experience of dealing with the public over the phone
Ability to use own initiative
Ability to follow and interpret policies and procedures
Ability to work under pressure and remain calm

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.