Health Information Service Call Operator
Fixed Term with the potential to last for up to 6 months
Are you looking for a new opportunity within a service-based environment? Can you demonstrate effective communication skills in a fast-paced setting? 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 provider of a national tele-health and tele-care service, we deliver health advice and information via telephone and online to the Scottish population 24/7. NHS 24 provides 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 position is based in our Clydebank Regional Centre.
The Role
Health Information Service Call Operators provide confidential health and social care information to the public and professionals using various resources. They are the first contact for all health information inquiries across NHS Inform, Care Information Scotland, and Quit Your Way Scotland, utilizing multiple channels including telephone, email, SMS, and webchat.
Key Responsibilities
* Provide accurate and confidential health and social care information, signposting to additional resources as needed, following organizational procedures.
* Utilize guided, quality-assured resources to respond to inquiries, recording interactions in the relevant systems in line with data protection policies.
* Escalate complex inquiries to the Team Manager for further handling.
* Deliver ad-hoc specialist helplines during public health incidents, collecting required information from callers.
* Respond to online, SMS, and web-chat inquiries using appropriate systems and processes.
Successful Applicant Will:
* Have NVQ level 2 or equivalent experience.
* Experience in patient/customer service/contact center environments.
* Be proficient with web-based applications, including web searching and web chat, and familiar with Microsoft Office packages.
* Possess excellent written and verbal communication skills, with the ability to understand and communicate health-related terminology effectively.
Available Hours
The service operates from 09:00 to 17:00, Monday to Friday. Successful applicants will work 3 days per week on a flexible rota.
Training
NHS 24 provides comprehensive training for the first 3 weeks, with ongoing on-the-job training and mentoring from team coaches and managers.
Salary and Benefits
Temporary contract on Band 2, £24,647 - £26,763 per annum (pro-rata for part-time). Benefits include 35-41 days annual leave, development opportunities, enhanced holiday pay, pension scheme, NHS discounts, and employee support services.
Interested?
Access the Digital Job Pack and Person Specification for full details, and the Digital Candidate Application Guide to assist your application. We recommend reading all provided information to support a successful application.
Our Commitment
At NHS 24, we foster an inclusive workplace where everyone feels valued. We are committed to anti-racism and equality, and encourage applications from underrepresented groups. We guarantee interviews for disabled applicants meeting the minimum criteria. We also comply with UK immigration laws and do not sponsor visas.
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