Call Handler
| Posting date: | 21 May 2025 |
|---|---|
| Salary: | £26,869 to £28,998 per year, pro rata |
| Additional salary information: | dependent on NHS service. |
| Hours: | Part time |
| Closing date: | 02 June 2025 |
| Location: | Clydebank, West Dunbartonshire |
| Remote working: | On-site only |
| Company: | NHS 24 |
| Job type: | Permanent |
| Job reference: |
Summary
Who We Are
As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services
This post will be based at our Dundee, South Queensferry, Clydebank centres only with 24 hour contracts available.
As a result of continued growth, we anticipate future opportunities to join us, and commit to engaging with all suitable applicants to identify if there is an immediate opportunity, or alternatively the opportunity to join in the future.
The Role
The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.
Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.
Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.
Key Responsibilities
To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
Accurate recording and clear verbal communication of patient information
Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
Use good communication skills to ensure that the appropriate service is accessed
Successful Applicant will:
Experience of working in a service-based environment
Be confident on a variety of computer systems
Be able to multi task and navigate through multiple systems at the same time
Have good keyboard skills with a high degree of accuracy
Exceptional communication skills
Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
Can work under pressure and follow clear instructions
Shift patterns available:
Hours are worked on average across an 8 week rota pattern.
24 hours/week:
24hrs (working 5 in 8 weekends and nightshift working) this is a mix of working during the week and weekends. Please see job pack for more details.
Training
Successful candidates will be required to undertake 3 weeks classroom-based training at 30 hours per week (mixture of evening and daytime training primarily). Evening only training may be available however not guaranteed.
Salary Package and Benefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £26,869 - £28,998 * (pro rata for part-time hours).
Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.
Interested?
Please access the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
Following the shortlisting process successful candidates will be contacted via email to complete an online assessment. If successful at assessment stage, candidates will be contacted by a member of the recruitment team for a telephone interview. Please see the Digital Job Pack for more information.
As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services
This post will be based at our Dundee, South Queensferry, Clydebank centres only with 24 hour contracts available.
As a result of continued growth, we anticipate future opportunities to join us, and commit to engaging with all suitable applicants to identify if there is an immediate opportunity, or alternatively the opportunity to join in the future.
The Role
The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.
Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.
Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.
Key Responsibilities
To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
Accurate recording and clear verbal communication of patient information
Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
Use good communication skills to ensure that the appropriate service is accessed
Successful Applicant will:
Experience of working in a service-based environment
Be confident on a variety of computer systems
Be able to multi task and navigate through multiple systems at the same time
Have good keyboard skills with a high degree of accuracy
Exceptional communication skills
Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
Can work under pressure and follow clear instructions
Shift patterns available:
Hours are worked on average across an 8 week rota pattern.
24 hours/week:
24hrs (working 5 in 8 weekends and nightshift working) this is a mix of working during the week and weekends. Please see job pack for more details.
Training
Successful candidates will be required to undertake 3 weeks classroom-based training at 30 hours per week (mixture of evening and daytime training primarily). Evening only training may be available however not guaranteed.
Salary Package and Benefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 3 £26,869 - £28,998 * (pro rata for part-time hours).
Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.
Interested?
Please access the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
Following the shortlisting process successful candidates will be contacted via email to complete an online assessment. If successful at assessment stage, candidates will be contacted by a member of the recruitment team for a telephone interview. Please see the Digital Job Pack for more information.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.