NHS 111 Health Advisor - Barking

London Ambulance Service NHS Trust

This job is now closed

Job summary

Do you want to make a difference?

Do you like working as part of a supportive and motivated team?

Would you like to develop your career with the London Ambulance Service?

Would you like generous NHS Benefits for shopping , outings and holidays; 27 annual leave days (plus 8 days bank holiday) and NHS Pension?

If you answered yes to these questions, then this is your chance to come along and join our 111 Health advisor team!

The London Ambulance Service 111 team welcomes candidates with excellent customer service skills , enjoys working as part of a team and is motivated to help people.

Shift patterns/hours available:

Evenings and Weekends - 30 and 37.5 hours p/w. You must be able to work between 16:00 to 02:00 on Weekdays (Monday to Friday) and between 06:00-02:00 on Weekends (Saturday and Sunday). You will also be required to work 2.5 weekends out of 4.

Weekend Only - Only 15 hour p/w. You must be able to work anytime between 06:00 to 02:00 every weekend (Saturday and Sunday)

Overnight - 37.5 hours p/w only. You must be able to work between the hours of 20:00 to 08:00 throughout the week.(Monday to Sunday) and you will be required to work 2.5 weekends out of 4.

For more information on our 111 Health Advisor role, please click below:

https://www.youtube.com/watch?v=tB57gr_0Bzg

Main duties of the job

Efficiently handle and assess urgent and non-urgent calls from patients, healthcare professionals, and external agencies, ensuring timely and appropriate responses.
Follow established protocols and procedures to assess patient needs and provide guidance, escalating where necessary.
Confidently use the patient management system to accurately record and relay essential information for clinical assessment.
Ensure all patient details are accurately logged and directed to the appropriate healthcare professionals.
Manage complex, sensitive, and confidential information regarding a patient's condition with professionalism and discretion.
Communicate with empathy and reassurance, demonstrating a caring and supportive approach to all callers.
Ensure necessary follow-ups and updates are recorded appropriately.
Maintain control of calls to ensure efficiency while prioritising patient care and safety.
Stay calm and resilient under pressure, adapting to fast-paced and high-demand situations.
Adjust communication styles to suit callers' individual needs, particularly in emotionally challenging or distressing situations.
Confidently manage difficult conversations, including distressed, unco-operative, or abusive callers, using de-escalation and negotiation techniques.
Work flexibly across a 24/7 shift pattern, including nights, weekends, and public holidays

About us

London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.

We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London who respond to the health needs of over 8 million people who live, work and travel in the capital. Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.

We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 STPs and NHS England for our specialist services.

As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.

What We Can Offer You

Unsocial hours enhancements (In accordance to NHS Terms and Conditions Agenda for Change section 2)
Generous NHS Pension Scheme
27 days annual leave(pro rata), plus additional bank holiday leave allocate

Date posted

21 February 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£28,622 to £30,225 a year p.a pro rata inc HCAS

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

308-IUC-0001

Job locations

Maritime House

Barking

IG11 8HG

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 Pathways course is a full time (37.5hrs per week) 5 weeks course with the first 3 weeks starting at 9 am and finishing at 5 pm . Please note that the fourth and fifth week will be coaching/signing off (Monday to Sunday) which will consist of unsocial hours, weekends, late shifts, early shifts and bank holidays at any time between the hours of 06.00-02.00. If successful for the role, it is imperative you attend the whole course and as such no annual leave will be granted (even if pre booked).

PLEASE NOTE: During the first four week training period, you will receive a trainee salary of £20,463 (including Outer London High Cost Area Supplement). This includes 75% of the pay band maximum of the fully qualified rate and 100% of the Outer London High Cost Area Supplement applicable.

After a 5-week training period, your starting salary will be £27,129(including Outer London High Cost Area Supplement) rising to £28,649 (inclusive). This salary will be pro rata if your contracted hours are part-time. In addition to this, there will be an unsocial hours payment dependent on rota.

Applicants must be able to work anytime between 06:00 to 02:00.

Applicants must be available to work Saturdays & Sundays.

Job description

Job responsibilities

Applicants must be able to work anytime between 06:00 to 02:00.

Applicants must be available to work Saturdays & Sundays.

Person Specification

Criteria

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

Criteria

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.