Health Information Service Call Operator

Are you looking for a new opportunity with a service-based environment? Can you demonstrate the ability to effectively communicate within a fast-paced environment? Are you passionate about engaging with others and working as part of a team to achieve shared goals?

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.

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in our Clydebank Regional Centre.

Health Information Service Call Operators provide confidential health and social care information to members of the public and professionals using a broad range of quality assured information resources. They are the first point of contact for all Health Information enquiries across NHS Inform, Care Information Scotland and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS and webchat.

• To provide, to the public and professionals, accurate and confidential general non-clinical health and social care information across a wide range of services, utilising multiple channels of delivery, signposting to relevant additional resources as appropriate, while operating within organisational and team processes and procedures.
• Utilising the existing, guided, quality assured resources to provide responses to enquiries and ensuring that they record all interactions and transactions in the relevant system, in line with information governance and data protection processes.
• Where appropriate, escalate more complex enquiries to the Team Manager who will delegate to another team member to adopt the enquiry or respond to the enquiry themselves.
• To deliver ad-hoc special helplines: scripted specialist information to callers in response to a short notice, acute public health incident, collating required information from callers as agreed with the initiating organisation.
• To respond to appropriate online, SMS and web-chat enquiries using the relevant systems and processes.

• Be educated to NVQ level 2 or equivalent experience.
• Have experience of patient/customer services/contact centre environment.
• Be computer literate and comfortable using web-based applications, including web searching and web chat, and demonstrate good knowledge and experience of Microsoft packages (Word and Excel at a minimum) and internet search engines.
• Have excellent written and verbal communication skills, with the ability to understand and effectively communicate health-related terminology.

The service operates from 09:00 to 17:00 Monday to Friday. The successful applicants will work 3 days from 5 per week on a flexible rota.

NHS 24 provides a comprehensive training programme to successful applicants who must be able to attend Monday to Friday for the first 3 weeks. Following successful completion and competency sign-off, the post holder will continue with 'on the job' training and mentoring from the Team Coaches and the Team Managers.

NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £24,647 - £26,763 per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata.
• Development opportunities including study bursaries, e-learning and classroom-based courses.
• Enhanced pay for working public holidays.
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme.
• NHS discounts on goods and services.
• HELP, employee support and assistance.

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

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.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.