Call Centre – Health Advisor Band 3
Wakefield and Rotherham Call Centres
Temporary -Permanent
£10.40- £11.14 p/h
Job Role Summary
As a Health Advisor for the Integrated Urgent Care service, you will be the first point of contact of communication with patients, patients’ relatives, healthcare professionals and other callers. Using NHS Pathways to record patients’ demographics and basic clinical information, you will assess their condition and ensure they are directed to the most appropriate healthcare professional or end disposition.
You will provide assessment, basic advice and health information to patients calling 111, supporting them to access the appropriate level of care including advice to manage their symptoms at home.
Core Responsibilities
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Communication and Relationship Responsibilities |
- To deliver high quality, safe and clinically effective health care over the telephone using clinical decision system NHS Pathways
- To support patients to manage their own condition at home, where clinically appropriate
- To liaise effectively between caller and third party in critical situations/areas of concern eg child abuse, where information is not consistent or may be disputed
- To ensure that every patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service
- To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression
- To use complex communication skills to negotiate (using language support services as necessary)
- To actively communicate with fellow IUC staff to assist service delivery
- To undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation.
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Planning and Organisational Responsibilities |
- To maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
- To inform a Team Leader of any factors affecting delivery of service as soon as they arise
- To meet daily key performance indicators (KPIs) and targets
- To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload
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Financial, Physical and Information Resource Responsibilities |
- To keep immediate and accurate records of service user enquiries to IUC during the consultation
- To identify and use information sources to support and underpin the clinical-decision software – NHS Pathways
- To maintain a healthy and safe working environment for self and colleagues
- To reflect the diversity of needs in the local healthcare community by utilising all available resources to facilitate access to the IUC service where there are barriers to communication and understanding
