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NHS 111 Clinical Advisor
4 months ago
Job summary
Are you ready join a cutting-edge 111 call centre, shaping its success rightfrom the start?
Practice Plus Group are excited to start recruiting at our brand new 111 call centre in is an excellent opportunity to build on your Nursing or Paramedic experience and to continue to deliver outstanding patient care without the physical demand of acute work.
You`ll receive:
Pay: £ per hour (7am-11pm) and £ per hour (11pm-7am), with further pay enhancements of £ per hour when workingbetween Friday 18:00 to Monday 7:00am Any training hours will be paid at £ per hour 25 days annual leave, increasing with service up to 28 days per year + bank holidays. Guaranteed regular breaks and potential for home working . A strong, stable infrastructure to ensure comprehensive clinical guidance, support and safety , with excellent opportunities for ongoing career progression Practice Plus Group benefits including company pension scheme, life assurance, cycle to work scheme, retail discounts, and an employee assistance programme for you and your family.
Main duties of the job
What your typical day looks like
You will be working with patients and providing them with telephone triage using the NHS Pathways systems. In 111 we get calls about pretty much anything, hence no two-days will be the same. However, you will receive a lot of support from the software systems as well as your team. You will be able to plan your working hours to fit with your lifestyle and log off when your shift is over. You will know your start and finish time. You will report into the Clinical Team Leader and Clinical Leads, have regular 1:1 meeting. You will benefit from coaching, mentoring and development plans to support your career aspirations.Our two training options are:
Full-Time Monday-Friday (9am-5pm) for four weeksYou must be able to attend every training day . This is followed by a further eight weeks support before you can be signed off to work on your own. Post training we offer part-time of full-time hours ranging from 16 - hours per week.
We offer set shift patterns for you to chose from. To qualify for home working you`ll have to work from the site for at least the first 6 months of employment.
About us
The successful candidate will have the following skills and experience:
Good level of education Ability to write reports, business correspondence, and procedure manuals Experience of working with sophisticated IT and telephony supported applications, programming call flows and maintaining agent skill sets. Understanding of call centre metrics and resource planning methods Experience of managing large teams within a high volume, process orientated call centre or similar Urgent Care environment Excellent people management skills and performance management skills Professional and driven, yet communicative and highly approachableWe are looking for:
UK Registered Nurse ( NMC ) or Paramedic ( HCPC ) with appropriate post-registration acute Primary Care experience. Excellent listening and communication skills, with good IT and keyboard skills. A real passion for providing outstanding patient care, with a commitment to making the most of continuous learning within a well-structured, well-supported team .We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance so we always try to be flexible, helping you fit your working life around your home life.
If you'd like to learn more about this role, or have any questions, please contact Valentin on
Job description
Job responsibilities
You will be responsible for assessing callers with a widespectrum of clinical conditions; advising them on home care management, nextsteps and referring them on to further care when appropriate. Thecomputer-based clinical decision system will facilitate and support the advicegiven.
IUH / NHS 111 clinical advisors are required to work aspart of a multidisciplinary team within the service provided by providinghigh-quality, evidence-based healthcare to the immediate needs of the patient.
You will demonstrate acommitment to a high-quality service, excellence in clinical practice andcontinuous professional development, which are all integral to the role and thedevelopment of the service.
Principal duties and responsibilities:
Call HandlingReceive requestsfor assistance, treatment or care at IUH / NHS 111 call centres. Thisincludes front-ending of calls, clinical validation and assessment andprovision of support and advice to other call-handling staff (via clinicaladvice line).
Interact withindividuals using telecommunications. You will manage the calls in acontrolled, professional and courteous manner, treating all patients withcompassion, empathy and respect. You will receive calls from patients, carers,colleagues, other healthcare professionals and undertake an assessment ofpresenting concerns using a CDSS.
Communicateeffectively in a healthcare environment with colleagues as well as callersto the IUH / NHS 111 service. You will need to adjust the way you communicateto fit their knowledge and deal with callers with empathy and understanding.You will accurately record and check or amend details on the call loggingcomputer system as well as verifying caller responses.
Assess anindividuals health status , using clinical knowledge, probing and advancedcommunication skills in order to make decisions on the most appropriate actionand provide effective homecare advice to callers. You will facilitate thepatient pathway through primary, secondary, community and tertiary care. Thismay need you to retrieve and reconcile information about an individualsmedication escalating appropriately as necessary.
Communicaterisks to health, wellbeing and safety to a range of individuals and advise howthe risks can be prevented, reduced or controlled - ensure safe andeffective evidence-based healthcare advice is offered, using a CDSS or anotherclinical support system. Use negotiation skills when necessary to establishagreement with patients on appropriate course of action to take for level ofcare determined. Where possible assist patients in the correct use of primarycare and emergency care services and other healthcare related organisations.
Support thesafeguarding of individuals following local protocols and standards. Youwill relate to others in ways which support rights, inclusion and wellbeing ofindividuals, supporting individuals to keep themselves safe.
Contribute tothe effectiveness of teams. Work as part of a multi-disciplinary team,actively contributing to service improvements where appropriate. You willassist new members of staff, and provide appropriate clinical advice andsupport to colleagues on care practices, delivery and service developmentwithin your scope of practice. Provide cover for sickness, bank holidays,annual leave of other health advisors and work flexibly across sites asrequired by the service.
General DutiesAct within thelimits of your competence and authority work within the parameters ofyour own skills and knowledge, maintaining an awareness of service and practicedevelopments. Adhere to all organisational procedures, protocols and otherrelevant memoranda as appropriate
Make sure youractions reduce risks to health and safety by maintaining a tidy office/callcentre at all times, cleaning equipment before use and supporting themaintenance of equipment by reporting any faults as per local procedures.Adhere to health and safety policies and report incidents, risks, complaintsand compliments identified through Datix or via line manager.
Comply withlegal requirements for maintaining confidentiality by maintaining strictconfidentiality to all issues concerned with the service and adhere torequirements of the Data Protection Act 1984, Freedom of Information Act,Information Governance and Caldicott Principles.
Promote therights and diversity of individuals including promoting culture whichvalues and respects the diversity of all individuals and their capacity toexercise their rights in the work setting.
People and Personal DevelopmentMake use ofsupervision participate in regular supervision in line with localguidelines in order to continually improve your performance and gain supportfollowing difficult calls.
Develop your ownknowledge and practice - this includes reflecting on your practice, andtaking opportunities to improve your practice and apply learning in theworkplace. You will maintain professional and clinical competence throughmechanisms of continuing professional development.
Monitor your ownwork practices You will ensure you remain up to date with new informationand system changes. You will attend meetings, mandatory training and systemupdates as requested by managers. You will participate in regular performancereviews with managers as appropriate to individual scope of practice.
Undertakecoaching or mentoring and behave as a role model as appropriate in thedevelopment of health advisor and clinical triage consultation.
Providesupervision to other individuals including peers, health advisors andservice advisors to support their ongoing development.
Person Specification
Qualifications
Essential
Registered Nurse or Paramedic