Job description

Job responsibilities

About us

We have an established history of handling calls for both clinical and non-clinical services; ensuring that all services we operate are maintained at the highest level of quality and efficiency. We have been delivering local health care since 1994 during out of hours periods; taking calls for GP practices when they are closed which enables us to understand what the local population needs. Our knowledge puts us in the ideal position to deliver a range of services that our patients deserve. We are proud to deliver NHS 111 and local booking agent services.

Why work here?

You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role.

This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends.

The responsibilities of a 111 Health Advisor.

By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms.

To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer. IT skills are important.

At the extreme, working in this role, you could save a life.

How we support our health advisors is to expect that they pass assessments at regular stages of a training course. In this role, you will complete an intensive training programme that we provide at the start of your journey with us. We will train you on a programme called NHS Pathways, that requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development.

Part of the role can be to provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices.

To be able to gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way.

To be able to follow strict procedures and protocols at all times this is a high-pressured role, and we need to ensure that the patient is safe at all times.

Ensure full patient confidentiality at all times.

To work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs

To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities

To be flexible and work in a service that delivers care from 0700-2400, 7 days a week.

There is a lot of opportunity to work daytime, evening, weekend, overnight shifts. 111 calls increase when traditional GP care routes are closed, so Bank holidays and the Christmas & New Year period are some of our busiest times, we expect that all of our advisors work across this.

We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve.

This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary.

This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

Person Specification

Qualifications

Desirable

• GCSE/O Level English and Maths

Values & Behaviours

Essential

• Commitment to providing a service that meets the demanding needs of the patients.
• Ability to work effectively in a team to achieve shared goals for the interest of the patient.
• Ability to accept feedback for the opportunity to enhance performance.
• A dedication to providing a service that you would wish your friends and family to receive.

Skills & Capabilities

Essential

• Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer.
• Ability to remain calm under pressure.
• IT skills, and the confidence to input data as you talk.
• Excellent organisational skills, there are lots of parts of the process to delivering great care.
• Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality.
• Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness

Experience

Essential

• Knowledge that you want to work in this environment

Desirable

• Telephony experience Health Care Setting
• Customer Service experience

Demands of the role

Essential

• To be able to speak to people by telephone in a busy virtual care setting.
• Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role.
• Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

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