Call Handler

4 months ago

Edinburgh, United Kingdom NHS Scotland Full time

**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 - Currently recruiting at South Queensferry.**

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 our South Queensferry centre with various contracts available.**

**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)
- 16hrs (working 8 in 8 weekends)
- 24hrs (working 6 in 8 weekends and nightshift working)
- 30hrs (working 8 in 8 weekends)

**Training**

**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

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