111 Health Advisor

Job description

Job responsibilities

About our Call Centre

We have an established history of handling calls for both clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during out of hours periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve. We are proud to deliver NHS 111 and local booking agent services. Through these challenging times, we make a real impact on the communities we serve; ensuring users get the assessments they need and that patients are booked into local care services at same day health centres.

Post responsibilities

To provide a fast, accurate and effective patient telephone call taking (operator) service to patients in an emergency setting for 111 to identify the best route of care for them

To take, record and process information received accurately and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer

To undertake an intensive internally based training programme NHS Pathways (approx 150 hours) to be able to use the software in a safe, effective and efficient manner and any other recognised training for development

To provide a professional and high quality telephone call taking service for local health care services i.e. District Nurses/GP practices

To be able to gather essential information in the least possible time while remaining polite and courteous

To be able to follow strict procedures and protocols at all times

Ensure full patient confidentiality at all times

To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs

To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities

To be flexible and work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and when required for holiday and sickness

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Person Specification

Experience

Desirable

• Telephony experience
• Health Care Setting

Qualifications

Desirable

• GCSE/O Level English and Maths

Values & Behaviours

Essential

• Commitment to providing service that meets the changing needs of external and/or internal customers
• Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
• Focus on constructive evaluation and challenge of own and team performance
• Proactive in identifying opportunities for improvement and innovation

Skills & Capabilities

Essential

• Excellent interpersonal skills including verbal and written communication
• Ability to remain calm under pressure
• IT skills
• Excellent organisational skills
• Ability to think laterally, seeking opportunities for improvement
• Competent, reliable, and conscientious person who can work on their own initiative and has the ability to observe confidentiality
• Flexibility of working hours to support annual leave, sickness, and the needs of the business

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

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)