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Call Centre - Health Advisor Band 3, Wakefield
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Client:
MET Recruitment
Location:
Wakefield, United Kingdom
Job Category:
-
EU work permit required:
Yes
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Job Reference:
44f70ce8d0c5
Job Views:
11
Posted:
26.04.2025
Expiry Date:
10.06.2025
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Job Description:
Call Centre – Health Advisor Band 3
Wakefield and Rotherham Call Centres
Temporary - Permanent
Job Role Summary
As a Health Advisor for the Integrated Urgent Care service, you will be the first point of contact for communication with patients, relatives, healthcare professionals, and other callers. Using NHS Pathways, you will record patients’ demographics and clinical information, assess their condition, and direct them to the appropriate healthcare professional or end disposition.
You will provide assessment, basic advice, and health information to patients calling 111, supporting them to access the right level of care, including advice to manage symptoms at home.
Core Responsibilities
Communication and Relationship Responsibilities
* Deliver high-quality, safe, and effective healthcare over the phone using NHS Pathways
* Support patients in managing their conditions at home when appropriate
* Effectively liaise between callers and third parties in critical situations, e.g., child abuse cases
* Conduct patient contacts with emphasis on clear, evidence-based advice and signposting
* Use advanced listening and probing skills across challenging calls
* Negotiate using complex communication skills, including language support if necessary
* Communicate actively with team members to ensure service delivery
* Be prepared to undertake alternative roles within the Trust during business continuity situations
Planning and Organisational Responsibilities
* Maintain knowledge of emergency procedures and escalate issues when needed
* Inform a Team Leader of factors affecting service delivery promptly
* Meet daily KPIs and targets
* Remain focused on service delivery amidst a diverse and unpredictable workload
Resource Responsibilities
* Keep accurate records of service user enquiries during consultations
* Use information sources to support NHS Pathways decisions
* Maintain a safe working environment for self and colleagues
* Utilize available resources to accommodate diverse needs and facilitate access to services
Job Details
Reference: HA/CC_1656062944
Salary: £10.40 - £11.14 per hour
Industries: Call Centre and Customer Service
Location: Wakefield, West Yorkshire
Type: Temporary
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