About the Company
Nottingham University Hospitals NHS Trust (NUH) is one of the biggest and busiest acute Trusts in England, providing state-of-the-art healthcare to over 2.5 million residents of Nottingham and the surrounding areas. We are committed to delivering the highest standards of patient care, clinical research, and education. Joining NUH means becoming part of a diverse and dedicated team, where your contribution makes a real difference to people’s lives every day. We pride ourselves on our supportive environment, promoting continuous learning and professional development within the NHS framework.
Job Description
We are seeking a compassionate and resilient NHS Direct Operator to join our dedicated team in West Bridgford. In this vital role, you will be the first point of contact for members of the public seeking health advice and assistance, operating within the established NHS Direct guidelines. You will be responsible for triaging calls, providing accurate information, and directing callers to the most appropriate healthcare service, which could range from self-care advice to urgent medical attention. This role requires excellent communication skills, a calm demeanor under pressure, and a genuine desire to help others. Full training will be provided to ensure you are confident and competent in managing a wide range of inquiries.
Key Responsibilities
- Answer incoming calls promptly and professionally, acting as the initial point of contact for the public.
- Conduct structured assessments of callers' symptoms and needs using approved clinical decision support software.
- Provide clear, concise, and accurate health information and advice, empowering callers to manage their health effectively.
- Direct callers to the most appropriate healthcare service, including GPs, pharmacies, out-of-hours services, or emergency departments.
- Maintain accurate and confidential records of all calls and actions taken within the patient management system.
- Adhere strictly to all NHS policies, procedures, and data protection guidelines.
- Work collaboratively with colleagues and other healthcare professionals to ensure seamless patient care.
- Participate in ongoing training and professional development to maintain up-to-date knowledge and skills.
Required Skills
- Excellent verbal communication and active listening skills
- Strong interpersonal skills with a compassionate and empathetic approach
- Ability to remain calm, focused, and professional in challenging situations
- Good basic IT literacy and accurate data entry skills
- Ability to learn and apply complex information quickly and accurately
- Demonstrated commitment to patient confidentiality and safeguarding
Preferred Qualifications
- Previous experience in a call centre, customer service, or healthcare support role
- Knowledge of medical terminology or basic healthcare pathways
- NVQ Level 2 in Customer Service or a related field
Perks & Benefits
- Generous NHS Pension Scheme
- Minimum of 27 days annual leave plus bank holidays (pro-rata for part-time)
- Comprehensive induction and ongoing professional development opportunities
- Access to NHS staff discounts and salary sacrifice schemes
- Employee Assistance Programme for staff well-being
- Supportive and inclusive working environment
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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