Post:
111 Health Advisor
Hours:
We are looking for predominately evening and weekend staff.
Full Time/Part Time contracts available, including flexible and fixed hours.
Pay:
£12.21 per hour whilst training and £12.67 per hour once the shadowing phase is passed.
Enhancements are available for shifts from 20:00-24:00 Mon-Fri 30% and all day on Saturday and Sunday 45%
Reports to:
111 Operational Support team
Accountable to:
111 Service Lead
Base:
Newfield House, Vicarage Lane, Blackpool, Lancashire, FY4 4EW
Our Why:
To nurture an environment of inspiration, innovation, and disruption so that the people in our world receive exceptional care for this generation and the next.
Values:
Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
1. Fun: People rarely succeed unless they are having fun. Happiness is healthy!
2. Awesome: We aren’t here to be average, we’re here to be awesome!
3. Humble: We’re here to make a difference to the lives of others, NOT to see how important we can become
4. Brave: We challenge the norm. We have the courage to get the difficult jobs done
5. Oompf: We have natural oompf! It’s infectious!
6. Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
Key Expectations:
1. Self-awareness – Living authentically
2. Adaptability- Being ready to adjust depending on the situation
3. Openness – What you see is what you get
4. Positivity with a real sense of being able to strive for the impossible
5. Generosity of spirit- Everyday should be an opportunity to act with kindness
6. Ability to have fun – Taking the role seriously, whilst being yourself
Come and be a part of our amazing team!
We offer NHS Pension, Cycle to Work Scheme, Career Development Opportunities, Attendance Bonus, Staff Benefit Scheme, Free Tea & Coffee, Eye Care Contributions.
About Us:
We have an established history of handling calls for both clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during out of hours periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. We are proud to deliver NHS 111 and local booking agent services.
Why Work Here?
You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role.
What Will the Role Involve?
The role of a 111 Health Advisor is a highly varied one and you can expect an incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. This is a hugely important role, and you can be supporting a mental health-based call, talking someone through CPR to raising an ambulance. Flexibility to work a variety of shifts is essential in this role. Nationally the 111 service is 24/7.
The Responsibilities of a 111 Health Advisor:
1. By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms.
2. To take, record and process highly personal information received, with accuracy and conciseness using nationally recognised software.
3. At the extreme, working in this role, you could save a life.
4. To provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.
5. To be able to gather essential information in the least possible time while remaining polite and courteous.
6. To follow strict procedures and protocols at all times.
7. Ensure full patient confidentiality at all times.
8. To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patient’s needs.
9. To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities.
10. To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.
We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve. This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. Previous experience in an extremely busy telephony-based role/care setting or customer service-based role OR a desire to work in this type of environment is necessary.
This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service.
Person Specification:
Qualifications:
* Desirable: GCSE/O Level English and Maths
Values & Behaviours:
* Essential: Commitment to providing a service that meets the demanding needs of the patients.
* Ability to work effectively in a team to achieve shared goals for the interest of the patient.
* Ability to accept feedback for the opportunity to enhance performance.
* A dedication to providing a service that you would wish your friends and family to receive.
Skills & Capabilities:
* Essential: Excellent interpersonal skills including verbal and written communication.
* Ability to remain calm under pressure.
* IT skills, and the confidence to input data as you talk.
* Excellent organisational skills.
* Competent, reliable, and conscientious person who can work on their own initiative.
* Flexibility of working hours to support core needs of 111 service delivery.
Experience:
* Essential: Knowledge that you want to work in this environment.
* Desirable: Telephony experience Health Care Setting, Customer Service experience.
Demands of the Role:
* Essential: To be able to speak to people by telephone in a busy virtual care setting.
* Ability to pass all assessments in the training setting.
* Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
#J-18808-Ljbffr