About the Company
NHS Lothian is one of the largest healthcare providers in Scotland, dedicated to delivering high-quality health services to the populations of Edinburgh, East Lothian, Midlothian, and West Lothian. We are committed to fostering a compassionate and supportive environment for both our patients and our staff. Joining NHS Lothian means becoming part of a team that makes a real difference to people’s lives every day, working within a dynamic and essential public service.
Job Description
As an NHS Direct Operator, you will be the crucial first point of contact for patients and the public accessing non-emergency health services. You will handle a high volume of calls with empathy, efficiency, and professionalism, assessing caller needs and accurately signposting them to the most appropriate healthcare professional or service. This vital role requires excellent communication skills and a calm demeanour, ensuring every caller receives the support and information they need. Full training will be provided to equip you with all the necessary knowledge and tools to excel in this rewarding position.
Key Responsibilities
- Answer incoming calls from the public regarding non-emergency health concerns.
- Conduct initial assessments of caller needs based on established protocols.
- Provide clear and accurate information about NHS services and health advice.
- Signpost callers to appropriate healthcare professionals, services, or resources.
- Accurately record caller information and details of enquiries into the system.
- Maintain strict confidentiality of patient information.
- Work collaboratively with colleagues to ensure seamless service delivery.
- Adhere to all NHS policies and procedures, including data protection guidelines.
Required Skills
- Excellent verbal communication skills with a clear and empathetic telephone manner.
- Ability to listen actively and gather essential information efficiently.
- Strong problem-solving skills and ability to remain calm under pressure.
- Good basic IT literacy and ability to learn new systems quickly.
- A compassionate and patient-focused approach.
- Reliability and punctuality.
- Ability to work effectively both independently and as part of a team.
Preferred Qualifications
- Previous experience in a customer service, call centre, or administrative role.
- Familiarity with medical terminology (though not essential, as training is provided).
- Experience working in a fast-paced environment.
- An understanding of the NHS structure and services.
Perks & Benefits
- Competitive salary with unsocial hours payment enhancements.
- Generous annual leave entitlement.
- Membership in the NHS Pension Scheme.
- Comprehensive induction and ongoing training and development opportunities.
- Access to employee health and wellbeing support programs.
- Opportunities for career progression within NHS Lothian.
- Employee discount schemes.
- Supportive team 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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