Job summary
Welcome to FCMS! Come and join our ever expanding team in Blackpool!
We are looking for team members to provide fast, accurate and effective patient telephone call taking (operator) service to patients in an emergency setting for 111 to identify the best route of care for them.
The training courses for this role are beginningTuesday 7th May 2024 & Monday 1st July 2024
The training course is 2 weeks full time Monday (Tues the second course due to the bank holiday) - Friday 10:00am - 4.30pm. You must be available to attend this full training session.
Hours: Full
Time/Part Time/Bank Contracts including flexible and fixed hours
Pay:
£11.44 p/hr whilst training and £12.01 p/hr once the shadowing
phase is passed.
Enhancements are available for shifts from 20:00-24:00
Mon-Fri 30% and all day on Saturday and Sunday 45%
Main duties of the job
What
will the role involve?
The role of a 111 Health Advisor is a highly
varied one and you can expect an incredibly busy work environment where no two
days are the same. Patient care is our utmost priority, and you will remain
calm and professional even when dealing with high call volumes and challenging
or distressed customers. This is a hugely important role, and you can be
supporting a mental health-based call, talking someone through CPR to raising
an ambulance. FCMS Health Advisors answer approximately 27,400 call per week.
Flexibility to work a variety of shifts is
essential in this role.
Nationally the 111 service is 24/7.
FCMS provide the 111 service between 7am 12 midnight,
365 days a year.
Therefore, you must be able to work shifts
across evenings, weekends, Bank Holidays and during the festive period.
Full-time, part-time and bank shifts are available, and we offer flexible and
fixed contract shifts.
About us
The ethos of FCMS as a social enterprise, health and
wellbeing services provider is to be passionate in its drive to ensure that
patients and callers remain the central focus of all that it does. Coupled with
excellent and well established clinical governance systems and extremely
effective operational expertise, it has meant that the company has the ability
to strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we
have a core team of highly trained individuals who can manage the needs of our
patients and callers. Our staff are able to significantly improve the service
delivery and user experience due to their considerable experience and
commitment to what they do.
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