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 the ability to effectively communicate within a fast-paced environment?
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 unique provider of a national tele-health and tele-care service, we are responsible for delivering health advice and information by telephone and online services to the population of Scotland 24/7. NHS 24 is a patient-focused service providing 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 post will be 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 a broad range of quality-assured information resources. They are the first point of contact for all Health Information inquiries across NHS Inform, Care Information Scotland, and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS, and webchat.
Key Responsibilities
1. Provide accurate and confidential general non-clinical health and social care information across a wide range of services, utilizing multiple channels and signposting to relevant resources.
2. Utilize existing, guided, quality-assured resources to respond to inquiries, recording all interactions in the relevant system in line with data protection policies.
3. Escalate complex inquiries to the Team Manager for further handling.
4. Deliver ad-hoc special helplines in response to public health incidents, collecting relevant information from callers.
5. Respond to online, SMS, and web-chat inquiries using relevant systems and processes.
Successful Applicant Will
1. Be educated to NVQ level 2 or equivalent experience.
2. Have experience in a patient/customer service/contact centre environment.
3. Be computer literate, comfortable with web-based applications, including web searching and web chat, and proficient in Microsoft Word and Excel.
4. 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. The successful applicants will work 3 days per week on a flexible rota.
Training
NHS 24 provides comprehensive training, requiring attendance Monday to Friday for the first 3 weeks. Post-training, ongoing 'on the job' training and mentoring will be provided.
Salary Package and Benefits
NHS 24 offers a temporary contract on Band 2, with a salary of £24,647 - £26,763 per annum (pro-rata for part-time). Benefits include 35 days annual leave, development opportunities, enhanced holiday pay, pension scheme, discounts, and employee support services.
This role is ideal for motivated individuals seeking a challenging and rewarding position contributing to a public organization.
Interested?
Visit our website for full details of NHS 24 and this opportunity, and access the application support resources. We recommend reading the Job Pack thoroughly before applying.
Our Commitment to Inclusion
NHS 24 fosters a welcoming, inclusive workplace, celebrating diversity and promoting equality. We are actively working on an Anti-Racism Action Plan and are committed to equal opportunities, including the Disability Confident Leader Scheme. We guarantee interviews for all disabled applicants meeting minimum criteria.
NHS 24 complies with UK immigration laws and cannot sponsor visas. All candidates must have the legal right to work in the UK.
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