111 Call Handler

Job Title:111 Call Handler

Location: Wakefield

Hourly Rate: Pre 12 week - Weekdays £11.44, Evenings and Saturdays £14.07, Sundays,and Bank Holidays £17.61.

Post 12 week - Weekdays £11.62, Evenings and Saturdays £15.72, Sundays and Bank Holidays £19.68.

Hours: 24 hours or 30 hours per week - mixed rota pattern covering 24/7, please be aware 70% of the rostered hours will be out of hours (after 8pm and weekends).

Length of the contract: Temporary to Permanent (12-week probation via agency)

GI Group are seeking to appoint several 111 Call Handlers to our client based in Wakefield. This is an exciting opportunity to join one of Yorkshires most successful Integrated Urgent Care Providers and become a part of a highly skilled and dynamic team with lots of opportunities to train and develop.

As a 111 Call Handler you will be highly trained to assess and advise patients to provide the best care and outcome - no two calls will be the same. This is an incredibly rewarding role that allows you to really make a difference to patients' lives.

Successful candidates will be trained to have the skills to deal with the variety of patient calls in a compassionate, professional way. They will also use their strong customer service skills to deal with complex, sensitive, and sometimes distressing information to ensure the right level of appropriate care for all patients' is provided.

You do not need any experience in healthcare as full comprehensive training will be provided, however you do need to be dedicated to patient care and be able to work the shift patterns allocated.

Main Duties of the 111 Call Handler:

• To answer inbound calls quickly and efficiently.
• To deliver high quality, safe and clinically effective advice and instruction over the telephone.
• To support patients to manage their own condition at home, where clinically appropriate.
• To liaise effectively between callers and third parties in critical situations.
• To ensure that all patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service.
• To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be challenging due to emotive circumstances.
• To use complex communication skills to negotiate.
• To actively communicate with fellow staff to assist service delivery.
• To meet daily key performance indicators (KPIs) and targets.
• To keep immediate and accurate records of service user enquiries.

Role Criteria:

• Excellent telephone manner and strong communication skills.
• Customer service skills and experience.
• IT literate with the ability to confidently use a computer and move quickly between applications.
• Ability to deal with confidential/sensitive and sometimes distressing information.
• Ability to work under pressure to satisfy demand.
• Ability to prioritise workload.
• Minimum of 3 GCSEs at Grade C or above or equivalent, including English.
• Active Team Player.
• A valid driving license.
• Health care experience (desirable but not essential)

Hiring Contact: Laura Vieira

Agency: GI Group

If you would like any further information about any vacancies before applying, please feel free to contact