Are you ready to join a cutting-edge 111 call centre, shaping its success right from the start?
Practice Plus Group are excited to start recruiting at our brand new 111 call centre in Stockton-on-Tees. This 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: £22.39 per hour (7am-11pm) and £25.46 per hour (11pm-7am), with further pay enhancements of £28.00 per hour when working between Friday 18:00 to Monday 7:00am.
* Any training hours will be paid at £22.39 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 meetings. You will benefit from coaching, mentoring and development plans to support your career aspirations.
We offer set shift patterns for you to choose 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 approachable.
We 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 .
If you'd like to learn more about this role, or have any questions, please contact Valentin on valentin.baciu@practiceplusgroup.com.
Job responsibilities
You will be responsible for assessing callers with a wide spectrum of clinical conditions; advising them on home care management, next steps and referring them on to further care when appropriate. The computer-based clinical decision system will facilitate and support the advice given.
IUH / NHS 111 clinical advisors are required to work as part of a multidisciplinary team within the service provided by delivering high-quality, evidence-based healthcare to the immediate needs of the patient.
You will demonstrate a commitment to a high-quality service, excellence in clinical practice and continuous professional development, which are all integral to the role and the development of the service.
Principal duties and responsibilities:
1. Call Handling: Receive requests for assistance, treatment or care at IUH / NHS 111 call centres. This includes front-ending of calls, clinical validation and assessment, and provision of support and advice to other call-handling staff (via clinical advice line).
2. Interact with individuals using telecommunications: Manage the calls in a controlled, professional and courteous manner, treating all patients with compassion, empathy, and respect. You will receive calls from patients, carers, colleagues, and other healthcare professionals and undertake an assessment of presenting concerns using a CDSS.
3. Assess an individual's health status: Using clinical knowledge, probing and advanced communication skills to make decisions on the most appropriate action and provide effective homecare advice to callers.
4. Communicate risks to health, wellbeing and safety: Ensure safe and effective evidence-based healthcare advice is offered, using a CDSS or another clinical support system.
5. Support the safeguarding of individuals: Follow local protocols and standards.
6. Contribute to the effectiveness of teams: Work as part of a multi-disciplinary team, actively contributing to service improvements where appropriate.
Person Specification
Qualifications
* Registered Nurse or Paramedic.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Contract
Permanent.
Working pattern
Full-time, Part-time, Flexible working, Home or remote working.
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