Are you passionate about helping others and do you want to make a difference to patients? Have you got a strong customer service background with an ability to work under pressure? Then look no further, as Care UK have a job for you!
Care UK are looking for Part-Time 111 Service Advisors to join our busy NHS 111 call centre in Dorking, Surrey on a permanent basis.
111 is a 24/7 service, operating 365 days a year so patients can seek help and advice at any time. It is primarily a non-emergency service and provides advice to the most appropriate healthcare that patients require.
Working with 111 is a demanding but highly rewarding career where you’ll realise you’re making a difference to patients who use the service every day. If you’re ambitious by nature then we’ve got ample opportunity for career progression.
About the Job
As a 111 Service Advisor, you will provide invaluable support to the 111 service and it’s Health Advisors, handling selected calls from patients and healthcare professionals and ensuring patients are put in contact with the services they require. The patient may need to be given general advice, speak with a Clinical Advisor or be booked into an appointment with an available out-of-hours service. You may also be required to undertake reception duties and basic administrative duties.
Whilst Service Advisors may make system updates as part of the call handling, for example the logging of non-worsening symptoms from a patient or escalating a case if symptoms are worsening, they do not triage patients like our 111 Health Advisors. Rather than triaging patients, the Service Advisor’s main duty is to ensure that patients are seen to within an appropriate timeframe so that they can get the right treatment; these calls might involve:
- Courtesy Calls
- Repeat Medication
- Dental Calls
- Health Information
- Location of Services
- Calls with Healthcare Providers
This role is a great introduction to the 111 service, and successful applicants will be trained to become Health Advisors and will move into this role within 3 – 6 months depending on performance.
The call centre in Dorking is open from 7am – 12am, 7 days a week, and we have various shifts available between these times. Shifts will be agreed based on availability.
We offer permanent Part-Time contracts between 12 – 30 hours per week. We can be flexible on the days of work to fit around your lifestyle, however as our busiest periods are weekends and weekday evenings, you should expect to work at these times.
As we are a 24/7, 365 days per year service, our contact centre is open on bank holidays (including Christmas) - so you need to be prepared to work some bank holidays to help operate a successful service over our busy times of year.
Pay Rates & Benefits
• £8.24 per hour
In addition to the above pay rates, we also offer:
•33 days annual leave (pro-rata, including bank holidays)
•Company Pension Scheme
•2x Life Assurance
•Contribution towards Eye test and Glasses.
•Cycle to work scheme – offering discounts rates and payment plans of bicycles and equipment
•Care UK perks –offering you discounts and cash back with large retailers.
•Annual employee recognition award ceremony
•Employee assistance programme, including support for you and your family
•Occupational health support
•Career development opportunities – access to continual professional development, internal opportunities within Care UK and more
•Access to our bespoke e-learning system
Training & Support
No prior medical knowledge is required and you will be provided with full training and support to ensure you are comfortable and confident in the role.
What we'll need from you…
• Hold GCSE/Functional Skills English & Maths at grade C (or equivalent) or above
• Previous experience of working and communicating with the public, whether that is in a healthcare environment or not we would like to hear from you!
• Have excellent communication skills – including listening and telecommunication
• Have good IT and excellent keyboard skills.
• Have a passion for helping people
• Have the ability to follow written and verbal instructions.
•The ability to stay calm in the event of the unexpected and also to remain calm under pressure.
•Ability to work shifts, with a focus on evenings, weekends and bank holidays.
Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.