Nhs 111/999 Call Handler

Job Introduction

Competitive Salary: £22,816 - £24,336 per annum

Plus Unsociable Hours Enhancements

• All-day Saturday (12-12): Time plus 35% And any week day after 8pm and before 6am
• Sundays and Public Holidays (Midnight-Midnight): Time plus 69%

Are you ready to embark on a meaningful career where you can make a real difference in people's lives? Join our dedicated team as a 111 Call Handler and play a vital role in the healthcare system. We offer competitive compensation, a range of benefits, and the opportunity to be part of a supportive work environment.

Key Benefits:

• Participation in the NHS Pension Scheme
• 35 days of annual leave (inclusive of Bank Holidays, pro-rata)
• Access to occupational health and counselling support services
• Free parking at most Trust sites
• Opportunities to join staff networks (LGBTQ+, BAME, Disability, and Women's networks)
• Blue Light Card discount scheme
• Cycle to work scheme

Main Responsibilities

As a 111/999 Call Handler, you'll be using the NHS Pathways system to provide essential assistance to callers facing a wide spectrum of health issues, from minor concerns to life-threatening emergencies. This challenging yet rewarding role requires a diverse skill set, including the ability to handle stress, show empathy, and remain compassionate in emotionally charged situations. You'll work flexible shifts, ensuring a balanced work-life schedule.

Communication and Relationship Responsibilities:

• Provide high-quality, safe, and clinically effective healthcare over the telephone using clinical decision system software.
• Assist patients in managing their condition at home when appropriate.
• Act as a liaison between callers and third parties in critical or concerning situations.
• Ensure that every patient contact is conducted professionally, with clear, evidence-based advice and referrals.
• Utilise advanced listening and communication skills, even in challenging and emotional circumstances.
• Use complex communication skills, including language support services when necessary.

Analytical and Judgmental Responsibilities:

• Assess the severity of patients' symptoms and select appropriate courses of action following established protocols.
• Identify and respond to emergency situations promptly, mobilising necessary resources.
• Escalate complex or high-risk cases to senior clinical staff as needed to maintain patient safety.
• Employ critical thinking skills to identify and mitigate potential risks.
• Address gaps in patient information or data by seeking clarification or additional information.
• Maintain accurate and timely records of patient interactions and assessments.

Ideal Candidates Will Possess:

• A drive and passion for making a positive impact on people's lives.
• Personal resilience to thrive in a high-pressure environment.
• The ability to work effectively both as part of a team and independently.
• Fast and accurate typing skills.
• A good standard of education or equivalent experience.
• The ability to remain composed under pressure.
• Strong problem-solving skills.
• Excellent interpersonal skills and a natural sense of empathy.

Rota Requirements:

Our operations centres operate 24/7, 365 days a year, offering full-time, part-time, and flexible shift options to accommodate your needs. Please review the shift requirements below to ensure they align with your preferences. Note that you will be expected to work Bank Holidays, including Christmas, with additional days added to your holiday allowance.

Rota Patterns Available:

• 14 to 20 hours (weekends only or evenings & weekends).
• 16 to 20 hours (morning and evening, part-time; Monday-Friday only).
• 20 hours per week (over 5 days).
• 30 hours per week (shift work, including nights and weekends).
• 37.5 hours per week (shift work, including nights and weekends).

Join us in this essential role, where your dedication and skills will contribute to the well-being of countless individuals and become a valued member of our team and help us deliver exceptional healthcare services.

Job Types: Full-time, Part-time, Permanent

Salary: £22,816.00-£24,336.00 per year

Expected hours: 16 – 37.5 per week

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 2 years (required)

Work Location: In person

Reference ID: NHSP30-12