Details:
- Salary: £11.44 - 18 - Hour
- Location: Wakefield West Yorkshire
- Date: 1 month ago
Description:
We have a superb opportunity for you to work as a Call Handler, in the area of Wakefield.
********** 2 References Needed To Be Supplied ASAP To Apply **********
Pay: £11.44 -£18 Per Hour
Job Brief;
As a Health Advisor for the Urgent Care service you will be the first point of contact of communication with patients, patients’ relatives, healthcare professionals and other callers.
Responsibilities
* To Use 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.
* To 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.
* 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 professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients’ presenting clinical need, through telephone consultation
* To inform a Team Leader of any factors affecting delivery of service as soon as they arise
* To maintain an up to date awareness of current policies and utilise acquired skills in mental health, child protection, medication enquiries and all other aspects of general healthcare
* To demonstrate the ability to remain focussed on service delivery whilst dealing with an unpredictable, diverse and challenging workload
* To maintain a healthy and safe working environment for self and colleagues
Requirements and skills;
* To be able to use complex communication skills to negotiate (using language support services as necessary)
* To be able to actively communicate with fellow IUC staff to assist service delivery ·
* To be able to undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity situation.
* To be able to deliver high quality, safe and clinically effective health care over the telephone using clinical decision system.
* To be able to support patients to manage their own condition at home, where clinically appropriate
* To be able to provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic, using persuasive and negotiating skills
* To be able to recognise and work within scope of competence seeking support where appropriate
* To be able to maintain a working knowledge of emergency procedures and escalate issues affecting service delivery as necessary
* To be able to keep immediate and accurate records of service user enquiries to IUC during the consultation
* To be able to meet daily key performance indicators (KPIs) and targets
*** Enhanced DBS will be required***
Important Information;
* Its a 24/7 service, with different shift patterns, 24h & 30h contract available
* All shift patterns required employees to work 3 out of 4 weekends and 6 out of 8 bank holidays !!!
* You will be required to do a test, which you will need to get 70% to pass.
* 10 weeks Training will be provided- Which will need 100% attendance through out the 10 Weeks, Monday-Friday/Tuesday-Saturday 8am-4pm OR 4pm-12am available
* in the First 2 weeks you will get a assessment which you will need to pass to continue the training, on week 4 you will get dummy a call assessment which you will also need to pass to carry on, Then on week 10 you will have a classroom based assessment which you need to pass to finish the training.
***START DATES***:
-2nd April 2024, ***If All Requirements/processes Have Been Completed ***
-7th May 2024, ***If All Requirements/processes Have Been Completed ***
- 6th June 2024 *** If All Requirements/processes Have Been Completed
- 4h of July 2024*** If All Requirements/processes Have Been Completed
-1st of August 2024 *** If All Requirements/processes Have Been Completed
***TEMPORARY CONTRACT ONGOING