NHS 111 Clinical Advisor

Practice Plus Group

Information:

This job is now closed

Job summary

Are you ready join a cutting-edge 111 call centre, shaping its success rightfrom the start?

Practice Plus Group are excited to start recruiting at ourbrand new111 call centre in Stockton-on-Tees.This is an excellent opportunity to build on yourNursing or Paramedic experienceand to continue to deliver outstanding patient care without the physical demandof acute work.

You`ll receive:

  • Pay:£22.39 per hour(7am-11pm) and£25.46 per hour(11pm-7am), with further pay enhancements of£28.00 per hourwhen workingbetween Friday 18:00 to Monday 7:00am
  • Any training hours will be paid at£22.39 per hour
  • 25 days annual leave, increasing with service up to 28 days per year + bank holidays.
  • Guaranteed regular breaks and potential forhome working.
  • A strong, stable infrastructure to ensure comprehensiveclinical guidance, support and safety, with excellent opportunities forongoing career progression
  • Practice Plus Group benefits includingcompany pension scheme, life assurance, cycle to work scheme, retail discounts,and anemployee assistance programme for you and your family.

Main duties of the job

What your typical day looks like

  • You will be working with patients and providing them withtelephone triageusing the NHS Pathways systems.
  • In 111 we get calls about pretty much anything, henceno two-days will be the same.However, youwill receive a lot of support from the software systems as well as your team.
  • You will be able toplan your working hoursto fit with your lifestyle and log off when your shift is over. You will know your start and finish time.
  • You will report into the Clinical Team Leader and Clinical Leads,have regular 1:1 meeting. You will benefit from coaching, mentoring and development plans to support your career aspirations.

Our two training options are:

  • Full-TimeMonday-Friday (9am-5pm) for four weeks

You must be able to attend every training day. This is followed by a further eight weeks support before you can be signed off to work on your own. Post trainingwe offer part-time of full-time hours ranging from 16 - 38.5 hoursper week.

We offer set shift patterns for you to chose from. To qualify for home working you`ll have to work from the site for at least the first 6 months of employment.

About us

The successful candidate will have the following skills and experience:

  • Good level of education
  • Ability to write reports, business correspondence, and procedure manuals
  • Experience of working with sophisticated IT and telephony supported applications, programming call flows and maintaining agent skill sets.
  • Understanding of call centre metrics and resource planning methods
  • Experience of managing large teams within a high volume, process orientated call centre or similar Urgent Care environment
  • Excellent people management skills and performance management skills
  • Professional and driven, yet communicative and highly approachable

We are looking for:

  • UK Registered Nurse (NMC) or Paramedic (HCPC) with appropriate post-registration acute Primary Care experience.
  • Excellentlistening and communicationskills, with good IT and keyboard skills.
  • A realpassionfor providing outstanding patient care, with a commitment to making the most of continuous learning withina well-structured, well-supported team.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance so we always try to be flexible, helping you fit your working life around your home life.

If you'd like to learn more about this role, or have any questions, please contact Valentin on valentin.baciu@practiceplusgroup.com

Date posted

09 October 2024

Pay scheme

Other

Salary

£23.62 to £29.54 an hour £49,400 to £56,140 per year

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working, Home or remote working

Reference number

E0314-24-4535

Job locations

Cavendish House

Teesdale Business Park

Stockton-on-tees

Yorkshire

TS176QY


Job description

Job responsibilities

You will be responsible for assessing callers with a wide spectrum of clinical conditions; advising them on home care management, next steps and referring them on to further care when appropriate. The computer-based clinical decision system will facilitate and support the advice given.

IUH / NHS 111 clinical advisors are required to work as part of a multidisciplinary team within the service provided by providing high-quality, evidence-based healthcare to the immediate needs of the patient.

You will demonstrate a commitment to a high-quality service, excellence in clinical practice and continuous professional development, which are all integral to the role and the development of the service.

Principal duties and responsibilities:

1.0 Call Handling

Receive requests for assistance, treatment or care at IUH / NHS 111 call centres. This includes front-ending of calls, clinical validation and assessment and provision of support and advice to other call-handling staff (via clinical advice line).

Interact with individuals using telecommunications. You will manage the calls in a controlled, professional and courteous manner, treating all patients with compassion, empathy and respect. You will receive calls from patients, carers, colleagues, other healthcare professionals and undertake an assessment of presenting concerns using a CDSS.

Communicate effectively in a healthcare environment with colleagues as well as callers to the IUH / 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 as well as verifying caller responses.

Assess an individuals health status, using clinical knowledge, probing and advanced communication skills in order to make decisions on the most appropriate action and provide effective homecare advice to callers. You will facilitate the patient pathway through primary, secondary, community and tertiary care. This may need you to retrieve and reconcile information about an individuals medication escalating appropriately as necessary.

Communicate risks to health, wellbeing and safety to a range of individuals and advise how the risks can be prevented, reduced or controlled - ensure safe and effective evidence-based healthcare advice is offered, using a CDSS or another clinical support system. Use negotiation skills when necessary to establish agreement with patients on appropriate course of action to take for level of care determined. Where possible assist patients in the correct use of primary care and emergency care services and other healthcare related organisations.

Support the safeguarding of individuals following local protocols and standards. You will 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 multi-disciplinary team, actively contributing to service improvements where appropriate. You will assist new members of staff, and provide appropriate clinical advice and support to colleagues on care practices, delivery and service development within your scope of practice. Provide cover for sickness, bank holidays, annual leave of other health advisors and work flexibly across sites as required by the service.

2.0 General Duties

Act within the limits of your competence and authority i.e. work within the parameters of your own skills and knowledge, maintaining an awareness of service and practice developments. Adhere to all organisational procedures, protocols and other relevant memoranda as appropriate

Make sure your actions reduce risks to health and safety by maintaining a tidy office/call 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, risks, complaints and compliments identified through Datix or via line manager.

Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality to all issues concerned with the service and adhere to requirements of the Data Protection Act 1984, Freedom of Information Act, Information Governance and Caldicott Principles.

Promote the rights and diversity of individuals including promoting culture which values and respects the diversity of all individuals and their capacity to exercise their rights in the work setting.

2.1 People and Personal Development

Make use of supervision i.e. 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 - this includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace. You will maintain professional and clinical competence through mechanisms of continuing professional development.

Monitor your own work practices You will ensure you remain up to date with new information and system changes. You will attend meetings, mandatory training and system updates as requested by managers. You will participate in regular performance reviews with managers as appropriate to individual scope of practice.

Undertake coaching or mentoring and behave as a role model as appropriate in the development of health advisor and clinical triage consultation.

Provide supervision to other individuals including peers, health advisors and service advisors to support their ongoing development.

Job description

Job responsibilities

You will be responsible for assessing callers with a wide spectrum of clinical conditions; advising them on home care management, next steps and referring them on to further care when appropriate. The computer-based clinical decision system will facilitate and support the advice given.

IUH / NHS 111 clinical advisors are required to work as part of a multidisciplinary team within the service provided by providing high-quality, evidence-based healthcare to the immediate needs of the patient.

You will demonstrate a commitment to a high-quality service, excellence in clinical practice and continuous professional development, which are all integral to the role and the development of the service.

Principal duties and responsibilities:

1.0 Call Handling

Receive requests for assistance, treatment or care at IUH / NHS 111 call centres. This includes front-ending of calls, clinical validation and assessment and provision of support and advice to other call-handling staff (via clinical advice line).

Interact with individuals using telecommunications. You will manage the calls in a controlled, professional and courteous manner, treating all patients with compassion, empathy and respect. You will receive calls from patients, carers, colleagues, other healthcare professionals and undertake an assessment of presenting concerns using a CDSS.

Communicate effectively in a healthcare environment with colleagues as well as callers to the IUH / 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 as well as verifying caller responses.

Assess an individuals health status, using clinical knowledge, probing and advanced communication skills in order to make decisions on the most appropriate action and provide effective homecare advice to callers. You will facilitate the patient pathway through primary, secondary, community and tertiary care. This may need you to retrieve and reconcile information about an individuals medication escalating appropriately as necessary.

Communicate risks to health, wellbeing and safety to a range of individuals and advise how the risks can be prevented, reduced or controlled - ensure safe and effective evidence-based healthcare advice is offered, using a CDSS or another clinical support system. Use negotiation skills when necessary to establish agreement with patients on appropriate course of action to take for level of care determined. Where possible assist patients in the correct use of primary care and emergency care services and other healthcare related organisations.

Support the safeguarding of individuals following local protocols and standards. You will 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 multi-disciplinary team, actively contributing to service improvements where appropriate. You will assist new members of staff, and provide appropriate clinical advice and support to colleagues on care practices, delivery and service development within your scope of practice. Provide cover for sickness, bank holidays, annual leave of other health advisors and work flexibly across sites as required by the service.

2.0 General Duties

Act within the limits of your competence and authority i.e. work within the parameters of your own skills and knowledge, maintaining an awareness of service and practice developments. Adhere to all organisational procedures, protocols and other relevant memoranda as appropriate

Make sure your actions reduce risks to health and safety by maintaining a tidy office/call 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, risks, complaints and compliments identified through Datix or via line manager.

Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality to all issues concerned with the service and adhere to requirements of the Data Protection Act 1984, Freedom of Information Act, Information Governance and Caldicott Principles.

Promote the rights and diversity of individuals including promoting culture which values and respects the diversity of all individuals and their capacity to exercise their rights in the work setting.

2.1 People and Personal Development

Make use of supervision i.e. 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 - this includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace. You will maintain professional and clinical competence through mechanisms of continuing professional development.

Monitor your own work practices You will ensure you remain up to date with new information and system changes. You will attend meetings, mandatory training and system updates as requested by managers. You will participate in regular performance reviews with managers as appropriate to individual scope of practice.

Undertake coaching or mentoring and behave as a role model as appropriate in the development of health advisor and clinical triage consultation.

Provide supervision to other individuals including peers, health advisors and service advisors to support their ongoing development.

Person Specification

Qualifications

Essential

  • Registered Nurse or Paramedic
Person Specification

Qualifications

Essential

  • Registered Nurse or Paramedic

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Practice Plus Group

Address

Cavendish House

Teesdale Business Park

Stockton-on-tees

Yorkshire

TS176QY


Employer's website

https://practiceplusgroup.com/our-jobs/join-our-team/ (Opens in a new tab)

Employer details

Employer name

Practice Plus Group

Address

Cavendish House

Teesdale Business Park

Stockton-on-tees

Yorkshire

TS176QY


Employer's website

https://practiceplusgroup.com/our-jobs/join-our-team/ (Opens in a new tab)

For questions about the job, contact:

Senior Recruiter - IUC

Valentin Baciu

valentin.baciu@practiceplusgroup.com

07971450929

Date posted

09 October 2024

Pay scheme

Other

Salary

£23.62 to £29.54 an hour £49,400 to £56,140 per year

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working, Home or remote working

Reference number

E0314-24-4535

Job locations

Cavendish House

Teesdale Business Park

Stockton-on-tees

Yorkshire

TS176QY


Privacy notice

Practice Plus Group's privacy notice (opens in a new tab)