111 Health Advisors

Blue Arrow Derby is proud to be working in partnership with a leading Healthcare provider, and we are currently looking to recruit several
**NHS 111 Health Advisors / Call Handlers** to join their expanding team based at their Derby site.

**About the 111 Health Advisor Role**
As a Health Advisor for the NHS 111 Service, you will be working as a key member of the team in a busy fast-paced environment. You will be providing call handling for patients requiring urgent medical assistance ensuring the appropriate response is given based on the patient's symptoms/needs.

Do you want to work in a challenging yet rewarding role that would be making a huge different to people's lives daily? If so, this is a great opportunity to join a fantastic organisation, where many opportunities including career progression and benefits are available.
- On-site canteen and other facilities available
- A welcome award - 10% of basic salary paid out over your first year
- Competitive Salary
- Generous holiday entitlement
- NHS Pension Scheme
- Westfield Health Scheme
- Advantage of registration with NHS discounts
- Being part of a supportive & innovative team with scope for progression
- Learn new skills and receive feedback on your performance.

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**Hours and available shift patterns**: (All rotas are advised 4 weeks in advance)

**There are both Full and Part-time positions are available.**
- **Mornings**: 25 and 30 hour contracts between the hours of 06:00 - 14:00 (Mon-Sun)
- **4 on 4 off (Afternoon/Evenings)**: 26.25 hrs & 21 hrs contracts between the hours of 12:00-24:00 (Mon-Sun)
- **4 on 4 off (Mid-Evening/Nights)**: 31.5 hrs, 26.25 hrs, and 21 hrs between the hours of 15:00-03:00.
- **4 on 4 off (Nights)**: 36.75 hrs, 31.5 hrs, 26.25 hrs, and 21 hrs between the hours of 20:00-07:00.
- **SPLIT shifts**: 32 hours: between the hours of 09:00- 14:00 and 17:00-22:00. 37.5 hours between the hours of 06:00- 12:00 and 16:00 - 22:00.
- **Weekends**:15 and 16 hours contracts between 06:00 and 24:00

**Salary & Pay Rates**
- For Training and Weekdays (Mon-Fri 6:00am - 6:00pm) - **£11.11p/h**:

- Evenings (Mon-Fri 6:00pm - 6:00am)
- **£12.41p/h**:

- Weekends (Friday 6:00pm - Monday 6:00am) - **£13.61 p/h**

**What will you do in the 111 Health Advisor role?**
- Taking and dealing with a high number of telephone calls from members of the public
- Communicating with a wide range of people including patients, relatives and representatives, colleagues, appropriate staff in local primary and secondary care services, social services, ambulance services and out of hours and other related services within the local health economy.
- Delivering excellent customer service
- Dealing with a range of patient's medical queries including urgent medical assistance
- Logging calls and updating information in the system in a timely and efficient manner using the in-house NHS Pathways software
- Escalate patient calls to a Clinical Advisor where appropriate
- Dispatch an ambulance in the case of an emergency or refer onto, or provide, information about other available services.

**What will you bring to the 111 Health Advisor role?**
- Significant previous experience of working within customer service or with the public is essential
- At least 2 years solid previous and recent customer service experience is essential
- Experience of handling face-to-face and/or telephone enquires
- Excellent IT / computer skills
- Excellent telephone manner
- Ability to be proactive and have good use of initiative
- Demonstrate at least 3 years previous experience in a care, customer service or call centre environment
- Possess excellent communication skills
- Organised and reliable
- Work quickly and accurately under pressure

**Where is the 111 Health Advisor role based?**
The Derby site is in Pride Park, so near Derby City Centre, this location would suit anyone with their own transport in Derby or the surrounding areas. The site is also easily commutable to via bus services, as there are bus stops a short walk from the site, and a 5-minute walk from Derby train station.

**What is the interview process for the 111 Health Advisor role?**
The interview process will include of a successful agency registration, and a two-stage interview process.
- Literacy and Listening assessment (via Zoom) - these run weekly and will be based remotely so you must have access to a computer or laptop for this.
- Final 1-1 interview including telephone-based scenario questions.

**Vetting Process**
If you have been successful compliance checks (including 2 years referencing), an Enhanced DBS checks (Child and Adult Workforce) and Medical Assessments will then be conducted.
**Please note this stage can take up to 6 weeks to be completed and you are not able to start until they have been cleared.**

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.