You will manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs, using the Pathways System appropriately to direct the patient to the service suitable for their needs.
You will use computer systems to capture patient information along with being expected to demonstrate self-directed learning and practice.
There will be a period of competency-based training both initially and over the first 6 months of employment which you must complete in order to perform all the duties of the job to the required standard.
1.0 Call Handling
• Receive requests for assistance, treatment or care to IUC / NHS 111 call centre. The requests may be from members of the public, healthcare practitioners or other professionals.
• Interact with Individuals using telecommunications. You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Pathways System.
• Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC / 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.
• Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient’s condition. This may involve recognition and appropriate response to emergency situations.
• Support the safeguarding of individuals following local protocols and standards. 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 multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. 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 to Pathways competencies and adhere to local protocols and procedures.
• 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 and risks identified through Datix or via line manager.
• Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality of all issues concerned with the service. Adhere to requirements of the Data Protection Act 1984, information governance and Caldicott Principles.
• Foster peoples’ equality, diversity and rights by being proactive against discrimination.
3.0 Managing Self
• Make use of supervision. 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, which includes reflecting on your practice, and taking opportunities to improve your practice and apply learning in the workplace.
• Ensure personal fitness for work presenting a positive image of self and the organisation. Maintain professional conduct including appearance at all times.
• Developing Others
NB there is scope to add a Pathways coaching function to this role once the health advisor has gained experience in their role and is keen to support development of others. The additional competences would be.
• Undertake coaching or mentoring with new health advisors to support them in the IUC / NHS 111 call centre and their use of Pathways. This would require additional training to gain accreditation as an NHS Pathway coach or other Clinical Decision Making System equivalent.
Skills & Experience
• 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 and unsociable hours
If you are successful, you would be required to complete the 12 weeks training, which will be fully paid. You would also be required to complete our pre-course reading material prior to your training, as this is a vital part of your journey to success.
In addition, you will be required to pass a series of assessments in order to complete your training and successfully continue in the role.
NHS 111 is the 24/7/365 non-emergency telephone service providing patients access to the most appropriate urgent care service for their needs without the need for repeated assessment. NHS 111 is designed to improve and simplify access to non-emergency health care by providing access to a full range of services including referrals into community, primary and secondary care services.Please note that offers of employment are subject to receipt of satisfactory references and a DBS check. At Care UK, we actively promote diversity and equal opportunities.Applicants must have the right to work in the EU.For more information, visit www.careuk.com Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.Due to the nature of this role you must be over 18 to apply however if you are interested in working for Care UK and do not meet this requirement please contact us on email@example.com to find out what other opportunities are available.