Job summary When patients are ill and need the right medical attention, HUC provides the NHS 111 and Out of Hours GP service to 4.5 million patients across Hertfordshire, Cambridgeshire, Bedfordshire, West Essex and the Southwest. Saturday & Sunday afternoons and evenings. Rota attached for information. Training is for 6 weeks, Monday - Friday 9am-5pm, full attendance is required. Training is paid. HUC is thriving, and continued growth has enabled us to expand and diversify our service offering. The role of a 111 Call Handler plays an important part of our operation and if you are ambitious there are lots of opportunities for you to develop your skills and explore other avenues within our organisation. As an NHS 111 Call Handler you will be the first point of contact for patients, their relatives and healthcare professionals managing urgent and non- urgent cases when they call for medical advice. Using the NHS Pathways software, you will be charged with assessing the patients condition and ensuring they are directed to the most appropriate healthcare professional or service including advice on how to manage their symptoms at home. In this role you will be trained to use advanced listening and probing skills, to ensure that every patient is provided with clear advice and signposted correctly. Main duties of the job To deliver an effective, safe and competent call handling service for callers to NHS111 which includes patients, their representatives and Healthcare professionals. To represent the organisation in a professional and courteous manner in accordance with agreed protocols. Be responsible for the prioritisation of presenting clinical symptoms, supported by decision support software throughout a 24-hour period. Using the NHS Pathways software, you will provide the appropriate response based on the patient's symptoms/needs. To ensure that patients are prioritised appropriately and directed to the most appropriate service. This could be to transfer the call to a clinician in the contact centre, despatch an ambulance in the case of an emergency or refer onto or provide information about other available services. Liaising with other agencies and healthcare providers to ensure patients are appropriately directed. Identify issues which may negatively impact upon service delivery and reporting these on to the Manager on duty in a timely fashion. To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills to enhance patient care. Reflect the diversity of needs in healthcare communities by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding, e.g. interpretation services About us Join the HUC Family and Enjoy Exceptional Benefits That Truly Make a Difference ? Exclusive Discounts: Unlock amazing savings on shopping, travel, and entertainment through our Discount Hub, Blue Light Card, Tickets for Good, and more. From everyday essentials to special experiences, we've got your wallet covered ? NHS Pension Scheme: Secure your future with the NHS Pension, offering peace of mind and valuable long-term financial benefits for all our staff. ? Wellbeing Support: Your health matters Enjoy access to counselling services, personalised health plans, calming meditation guides, energising fitness routines, and delicious recipes to keep you thriving every day. ? Recognition and Rewards: Your hard work won't go unnoticed Celebrate your achievements with peer shout-outs, special awards, and exclusive event vouchers that show how much we appreciate you. ? Financial Perks: Take the stress out of money matters with free financial advice, a healthcare cash plan to cover everyday expenses, and smart savings options through our Credit Union. ? Career Growth: Build the future you deserve with our My Academy training programs, exciting internal vacancies, and regular updates to keep you in the loop with HUC news and opportunities. ? Office Comforts: Stay refreshed with unlimited tea and coffee, enjoy the ease of free parking, and recharge in our dedicated relaxation areas. Plus, join in on engaging team events that make every workday more enjoyable Date posted 24 February 2025 Pay scheme Other Salary £11.44 to £15.03 an hour further details can be found on the Job Description Contract Permanent Working pattern Part-time Reference number 4265-7032969- O Job locations Technology House 239 Ampthill Road Bedford MK42 9AZ Job description Job responsibilities For a full job description and full person specification, along with more details about our organisation and rota information please see attached documentation, Job description Job responsibilities For a full job description and full person specification, along with more details about our organisation and rota information please see attached documentation, Person Specification Address Essential Lives within 60 minute commute Has Customer Service Experience Has the right to work in the UK Can commit to 6 weeks full time training (9am-5pm Monday- Friday) Desirable Previous Call Handling Experience Person Specification Address Essential Lives within 60 minute commute Has Customer Service Experience Has the right to work in the UK Can commit to 6 weeks full time training (9am-5pm Monday- Friday) Desirable Previous Call Handling Experience 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. Employer details Employer name HUC Address Technology House 239 Ampthill Road Bedford MK42 9AZ Employer's website https://hucweb.co.uk/ (Opens in a new tab)