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Patient Support Specialist
2 months ago
Important Notice: This position is only available to applicants who have not submitted an application in the past six months. Applications received within this period will not be considered.
Position Overview:
We are currently seeking dedicated individuals for the role of Call Handler, with opportunities available in various locations.
Are you eager to embark on a new career path within a service-oriented environment?
Do you possess the skills to communicate effectively in a dynamic setting?
Are you enthusiastic about collaborating with others and contributing to collective objectives?
About Us:
NHS Scotland is a distinctive provider of national tele-health and tele-care services, delivering health advice and information via telephone and online platforms to the people of Scotland around the clock. Our organization is committed to patient-centered care, offering triage, guidance, referrals, and information regarding health and healthcare services.
Our operational centers are strategically located across the region. This role will be based in our designated centers with various contract options available.
Role Responsibilities:
The Call Handler plays a crucial role within a multidisciplinary team, serving as the initial point of contact for patients reaching out to the service. Additionally, they facilitate access to other essential services.
Under close clinical supervision, the Call Handler is required to follow established protocols and procedures while collecting vital information to assist the Clinical Supervisor in determining the safest and most appropriate care outcomes.
Handling a diverse array of clinical inquiries, the Call Handler must maintain a composed, confident, and empathetic demeanor, reflecting the core values of NHS 24.
Key Duties Include:
- Acting as the first point of contact for patients or their representatives, assessing the nature of the call and identifying the necessary assistance.
- Upon receiving a call, reviewing computerized patient records, verifying details, and making necessary updates to ensure accuracy.
- Employing effective questioning techniques while respecting patient confidentiality, adhering to NHS 24 protocols and legal requirements to maintain patient records.
- Utilizing third-party communication tools to assist callers, particularly when language barriers exist.
- Following processes meticulously and navigating the Patient Contact Management system to ensure a safe and efficient patient experience.
- Accurately documenting and clearly communicating patient information.
- Recognizing life-threatening conditions and promptly transferring calls to emergency services while providing reassurance to the caller.
- Utilizing strong communication skills to ensure the appropriate services are accessed.
Ideal Candidate Profile:
- Experience in a service-oriented environment.
- Proficiency in various computer systems.
- Able to multitask and navigate multiple systems simultaneously.
- Strong keyboard skills with a high level of accuracy.
- Exceptional verbal and written communication abilities.
- Skilled in using questioning techniques to gather accurate information from distressed patients or caregivers.
- Capable of working under pressure and following clear directives.
Work Schedule:
Shifts are organized on an average basis across an 8-week rota.
Available hours include:
- 12 hours (working 8 out of 8 weekends)
- 12 hours (working 6 out of 8 weekends)
- 24 hours (working 6 out of 8 weekends and night shifts)
- 30 hours (working 8 out of 8 weekends)
Training Requirements:
Successful candidates will undergo three weeks of classroom-based training, averaging 30 hours per week, which may include both evening and daytime sessions.
Compensation and Benefits:
NHS 24 offers a comprehensive benefits package, including a permanent contract on Band 3 with a salary range of £25,468 - £27,486 (pro-rated for part-time roles).
Additional salary enhancements for unsocial hours are applicable, resulting in the following hourly rates:
- Basic Hourly Rate: £13.02
- Saturday / After 8 PM Weekday Hourly Rate: £17.84
- Sunday / Public Holiday Hourly Rate: £22.66
Placement on the salary scale is contingent upon verification of prior relevant NHS service. NHS 24 shift patterns typically command an average uplift of 33% in addition to the base salary. Please note that this information is indicative and not guaranteed.
As an NHS Scotland employee, you will benefit from:
- 35 days of annual leave (increasing to 41) pro-rata
- Opportunities for professional development, including study bursaries and training programs
- Enhanced compensation for public holiday work
- Enrollment in the Scottish Public Pensions Agency (SPPA) pension scheme
- NHS discounts on various goods and services
- Access to employee support and assistance programs
This role presents an excellent opportunity for motivated individuals seeking a rewarding position that contributes to the success of a public organization.
Equal Opportunity Statement:
NHS 24 is an equal opportunity employer committed to promoting diversity and particularly encourages applications from underrepresented groups within the workforce. We are proud participants in the Disability Confident Leader Scheme and guarantee interviews for all disabled applicants who meet the essential criteria for our vacancies.
