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Call Handler

Are you looking for a new opportunity with a service-based environment?

Can you demonstrate the ability to effectively communicate within a fast-paced environment?

Are you passionate about engaging with others and working as part of a team to achieve shared goals?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in Hillington, Clydebank. South Queensferry, Dundee and Aberdeen centres with various contracts available.

Due to recent hiring success, we have a limited number of remaining opportunities available for Call Handlers to join NHS 24.

As a result of continued growth, we anticipate future opportunities to join us, and commit to engaging with all suitable applicants to identify if there is an immediate opportunity, or alternatively the opportunity to join in the future.

The Role

The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.

Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.

Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.

Key Responsibilities

• To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
• On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
• Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
• Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
• Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
• Accurate recording and clear verbal communication of patient information
• Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
• Use good communication skills to ensure that the appropriate service is accessed

Successful Applicant will:

• Experience of working in a service-based environment
• Be confident on a variety of computer systems
• Be able to multi task and navigate through multiple systems at the same time
• Have good keyboard skills with a high degree of accuracy
• Exceptional communication skills
• Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
• Can work under pressure and follow clear instructions

Shift patterns available:

Hours are worked on average across an 8 week rota pattern.

12, 16, 24 or 30 hours/week:

• 12hrs (working 6 in 8 weekends)
• 12hrs (working 8 in 8 weekends)
• 16hrs (working 8 in 8 weekends)
• 24hrs (working 6 in 8 weekends and nightshift working)
• 30hrs (working 8 in 8 weekends)

Training

Successful candidates will be required to undertake 3 weeks classroom-based training at 37.5 hours per week (mixture of evening and daytime training primarily). Evening only training may be available however not guaranteed.

Salary Package and Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £25,468 - £27,486 * (pro rata for part-time hours).

Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.

• Basic Hourly Rate of £13.02
• Saturday / After 8pm Weekday Hourly Rate of £17.84
• Sunday / Public Holiday Hourly Rate of £22.66

• Placement on salary scale is dependent on confirmation of previous relevant NHS service. NHS 24 shift patterns command an average uplift of 33% in addition to the basic salary shown. Dependent on individual shift patterns, this information is indicative only, and cannot be taken as guaranteed.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance
  
  

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

For more information on NHS 24 and our vacancies, please see our microsite with the link: https://careers.nhs24.scot/

Predicted Recruitment Timeline

• Start dates will be dependent on all pre-employment checks being completed and availability on our induction training programme. The above timelines are subject to change.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.