As the largest independent provider of NHS services, Practice Plus Group is delivering a new model of Integrated Urgent Care that reduces pressures on services and staff. By bringing together NHS 111 call centres, clinical assessment and other urgent care services, we enable patients to access the right care, when they need it. It’s better for everyone. This is your chance to train to be a Health Advisor in our 111 call centre, handling calls from members of the public. You’ll learn how to use a state-of-the-art triage tool called NHS Pathways to assess patients over the phone and direct them to the most appropriate care. Although these are not emergency calls, you’ll also need to be prepared to deal with emotional, distressing or life-threatening scenarios and to arrange for 999 services if required. The extensive training equips you with valuable skills and includes assessments. You can choose from two training options: full-time Monday-Friday (9am-5pm) for four weeks; or part-time Tues, Weds, Thurs (6pm-10pm) and Sat-Sun (9am-5pm) for five weeks. You must attend every training day. This is followed by a further eight weeks’ support before you are signed off to work on your own JOB SUMMARY You will manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs, using the Pathways System appropriately to direct the patient to the service suitable for their needs. You will use computer systems to capture patient information along with being expected to demonstrate self-directed learning and practice. There will be a period of competency-based training both initially and over the first 6 months of employment which you must complete in order to perform all the duties of the job to the required standard. PRINCIPLE DUTIES AND RESPONSIBILITIES Receive requests for assistance, treatment or care to IUC / NHS 111 call centre. The requests may be from members of the public, healthcare practitioners or other professionals. Interact with Individuals using telecommunications. You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Pathways System. Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC / NHS 111 service. You will need to adjust the way you communicate to fit their knowledge and deal with callers with empathy and understanding. You will accurately record and check or amend details on the call logging computer system. Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patient’s condition. This may involve recognition and appropriate response to emergency situations. Support the safeguarding of individuals following local protocols and standards. Relate to others in ways which support rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe. Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service. WHAT YOU WILL NEED GCSE/Functional Skills English and Maths at Grade C (or equivalent) or above. Excellent listening and communication skills, ideally with IT and keyboard skills, plus some previous experience of working and communicating with the public. A real passion for helping other people, with the ability to learn all sorts of new skills and to thrive and develop in a fun, friendly, well-supported team. WHAT YOU WILL GET Pay: £10.19 per hour– daytime and during training (07:00-23:00); £12.67 per hour – contractual night rate (23:00-07:00); £13.11 per hour – Red Zone night rate (23:00-07:00) – when working a night shift your pay rate is enhanced to Red Zone rate 25 days’ annual leave, increasing with service up to 28 days per year bank holidays. Great job security, flexibility over hours (whenever we can), and full support for ongoing career progression into coaching, training and management roles. 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. Integrated Urgent Care team benefits that range from Healthcare Hero Awards and recognition prizes to themed occasions, charity days, a fantastic range of social events the option of overtime to boost your earnings. ABOUT THE COMPANY Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full. When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be. 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. PROBATIONARY PERIODS All staff new to the organisation are required to undertake Pathways training. Continuation in the role is dependent upon successful completion of training. Application question(s): Do you have previous experience working and communicating with the public? If so how many years. This role is onsite, not remote and training is mandatory - after reading the job description are you available for either the full time or part time training? offers of employment are subject to receipt of satisfactory references and a DBS check, are you able to supply 3 years worth of references? Education: GCSE or equivalent (preferred)