111 Health Advisor (Call Handler)

Post: 111 Health Advisor Hours: We are looking for predominately evening and weekend staff.

Please make sure you read the following details carefully before making any applications.

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: Fun: People rarely succeed unless they are having fun.

Happiness is healthy Awesome: We arent here to be average, were here to be awesome Humble: Were here to make a difference to the lives of others, NOT to see how important we can become Brave: We challenge the norm.

We have the courage to get the difficult jobs done Oompf: We have natural oompf Its infectious Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity Our key expectations are: Self-awareness Living authentically Adaptability- Being ready to adjust depending on the situation Openness What you see is what you get Positivity with a real sense of being able to strive for the impossible Generosity of spirit- Everyday should be an opportunity to act with kindness 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.

Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve.

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.

This role is so rewarding.

Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.

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.

FCMS Health Advisors answer approximately 27,400 call per week.

Flexibility to work a variety of shifts is essential in this role.

Nationally the 111 service is 24/7.

FCMS provide the 111 service between 7am 12 midnight, 365 days a year.

Therefore, you must be able to work shifts across evenings, weekends and Bank Holidays.

Full-time and part-time are available, and we offer flexible and fixed contract shifts.

The responsibilities of a 111 Health Advisor.

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.

To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software.

Relevant information will need to be identified and logged as data on to a computer.

IT skills are important.

At the extreme, working in this role, you could save a life.

How we support our health advisors is to expect that they pass assessments at regular stages of a training course.

In this role, you will complete an intensive training programme that we provide at the start of your journey with us.

We will train you on a programme called NHS Pathways, that requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development.

Part of the role can be to provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.

To be able to gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way.

To be able to follow strict procedures and protocols at all times this is a high-pressured role, and we need to ensure that the patient is safe at all times.

Ensure full patient confidentiality at all times.

To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.

There is a lot of opportunity to work daytime, evening, weekend, overnight shifts.

111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all of our advisors work across this.

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.

To thrive in this role, 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 (formerly known as CRB) to check for any previous criminal convictions.

Before you start, this will require three forms of valid ID to be produced and verified.

The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Disability Confident Employer
– As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.

You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

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 as you will be inputting whilst talking into the computer.

Ability to remain calm under pressure.

IT skills, and the confidence to input data as you talk.

Excellent organisational skills, there are lots of parts of the process to delivering great care.

Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.

Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness 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, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.

Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury 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.

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