Health Advisor - Call Handler

As a Health Advisor you will be the first point of contact of communication with patients, patients’ relatives, healthcare professionals and other callers. Using a bespoke software to record patients’ demographics and basic clinical information, you will assess their condition and ensure they are directed to the most appropriate healthcare professional or end disposition. You will provide assessment, basic advice, and health information to patients calling 111, supporting them to access the appropriate level of care including advice to manage their symptoms at home.

Communication and Relationship Responsibilities

• To deliver high quality, safe and clinically effective health care over the telephone using a clinical decision system software
• To support patients to manage their own condition at home, where clinically appropriate
• To liaise effectively between caller and third party in critical situations/areas of concern e.g., child abuse, where information is not consistent or may be disputed
• To ensure that every patient contact is conducted appropriately with an emphasis on the provision of clear, evidence based advice and signposting to an appropriate service
• To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression
• To use complex communication skills to negotiate (using language support services as necessary)
• To actively communicate with fellow team members to assist service delivery
• To undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation.

Analytical and Judgemental Responsibilities

• To use professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients’ presenting clinical need through telephone consultation
• To provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic, using persuasive and negotiating skills
• To recognise and work within scope of competence seeking support where appropriate

Planning and Organisational Responsibilities

• To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
• To inform a Team Leader of any factors affecting delivery of service as soon as they arise
• To meet daily key performance indicators (KPIs) and targets
• To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload

Rota Requirements

Our operations centres operate 24 hours every day of the year, so full time, part time and flexible shift options are all available. Please see the below site shift requirements to ensure the role is suitable for you. Please also be aware that you will be expected to work Bank Holidays including Christmas. Any Bank Holidays worked will be added to your holiday allowance.

Rota patterns available:

• 14 to 20 hours (weekends only, or evenings & weekends).
• 16 to 20 hours (morning and evening, part time; Monday-Friday only).
• 20 hours per week (over 5 days)
• 30 hours per week, (shift work, including night and weekend shifts)
• 37.5 hours per week (shift work, including night and weekend shifts)