Call Handler Test Vacancy (Please do not apply)

Please note, this post is only open for applicants who have not applied within the last 6 months. Applications which fall within this timeframe will not be considered.

Call Handler - Recruiting at Dundee, South Queensferry, Cardonald and Clydebank.

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 Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based at our Dundee, South Queensferry, Clydebank or Cardonald Regional Centres, with 24-hour and 30-hour contracts available.

While we will aim to accommodate your preferred location, we cannot guarantee your first choice of Regional Centre, as placement will be subject to organisational requirements and available seating capacity.

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:

• You will be educated to SCQF Level 5 or equivalent and be able to demonstrate excellent communication skills, computer literacy and the ability to follow established processes and protocols while supporting patients in a fast-paced healthcare environment.
• Demonstrate experience of working in a service-based environment
• Be confident on a variety of computer systems
• Be able to multitask and navigate through multiple systems at the same time
• Have good keyboard skills with a high degree of accuracy
• Possess 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
• Demonstrate the ability to work under pressure and follow clear instructions

Shift patterns which could be available (please notes these are examples only):

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

Sample shift patterns:

• 24 hours - this is a mix of working during the week and weekends (working 5 in 8 or 6 in 8 weekends and nightshift working)
• 30 hours - this is a mix of working during the week and weekends (working 6 in 8 or 8 in 8 weekends and nightshift working)

Training:

Successful candidates will be required to undertake 3 weeks classroom-based training at 30 hours per week (mixture of evening and daytime training primarily). Evening only training may be available however not guaranteed.

Please note: If successful, candidates should expect to commence their induction early next year. Further details regarding induction dates will be confirmed as part of the recruitment process.

Salary Package and Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £29,103 - £31,409 * (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 rates would be applicable.