Emergency Call Taker/health Advisor

3 months ago

Newport, United Kingdom Isle of Wight NHS Trust Full time

999 and 111/999 CALL TAKER/HEALTH ADVISOR in our CLINICAL CO-ORDINATION CENTRE within the IOW NHS TRUST

Band 3 - £22,816 - £24,336 (pro rata for part-time)

Full-time/Part-time

Permanent Role

We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice. This is an incredibly rewarding role that allows you to really make a difference to peoples lives. You will provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs using a clinical assessment tool, directing to the most appropriate service.

You do not need to have previous experience in healthcare but we are looking for excellent communicators, people able to remain calm under pressure and the resilience to work in a high-pressured environment to deliver safe and effective care.

Job Purpose
To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.

Job Statement
- To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
- To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
- Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
- Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS).
- Accurately record, check or amend details on the call logging computer system.
- Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services
- Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
- Take appropriate action based on information received and disposition arrived at from CDSS

Please see the attached job description for a full list of duties

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

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