About the Company
NHS Professionals is the largest provider of temporary staff to the NHS, creating a flexible workforce that supports patient care. We are dedicated to providing excellent service and a supportive environment for our colleagues, contributing significantly to the health and well-being of the nation. Join us in making a meaningful impact on healthcare delivery across the UK.
Job Description
As a 111 Call Handler, you will be the first point of contact for members of the public seeking urgent medical advice and guidance. This vital role requires a calm and empathetic approach, excellent communication skills, and the ability to follow established protocols to assess symptoms and direct callers to the most appropriate service. Full comprehensive training will be provided to ensure you are confident and competent in managing a diverse range of calls and situations, making this an ideal opportunity for individuals passionate about helping others, even without prior experience in healthcare.
Key Responsibilities
- Answer incoming 111 calls promptly and professionally.
- Accurately assess caller needs using the NHS Pathways clinical decision support system.
- Provide clear and concise health information and advice.
- Direct callers to the most appropriate service, including out-of-hours GPs, urgent care centres, or emergency services.
- Maintain accurate and detailed records of all calls and actions taken.
- Adhere to all policies, procedures, and clinical governance guidelines.
- Work effectively as part of a team in a fast-paced environment.
- Participate in ongoing training and development opportunities.
Required Skills
- Exceptional active listening and communication skills.
- Strong empathy and ability to remain calm under pressure.
- Excellent attention to detail and accuracy.
- Proficiency in basic computer skills and data entry.
- Ability to learn and apply complex information systems quickly.
- Reliability and excellent timekeeping.
- Resilience and emotional maturity.
Preferred Qualifications
- Previous experience in a customer service or call centre environment.
- Understanding of medical terminology (desirable, not essential).
- First Aid qualification.
Perks & Benefits
- Competitive annual salary.
- Generous NHS pension scheme.
- Comprehensive paid training program.
- Opportunities for career development within the NHS.
- Access to NHS discounts and employee assistance programs.
- Supportive team environment.
- 27 days annual leave plus bank holidays (pro-rata for part-time).
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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