Position Overview & Specifications
As a NHS 111 Call Handler you’ll be the first point of contact for people calling the NHS 111 number. You’ll listen carefully to the symptoms that are being presented and put them in contact with the service that’s best suited to their needs. That might be helping to set up an appointment with their GP; or recommending that they speak to their local pharmacist. But if there is a more urgent need, you might put them in direct contact with a qualified clinician. Or in an emergency, you could find yourself despatching an ambulance.
It isn’t all flashing blue lights. There are plenty of less dramatic calls. You will use NHS Pathways, a clinical decision-making tool along with your excellent listening skills and your ability to ask the right questions to work out the right solution. You don’t need to be a medical professional as you’ll benefit from a comprehensive six-week 111 NHS Pathways training course, delivered by our team of supportive and knowledgeable trainers, who will help you to quickly build a picture of a patient’s needs and decide on next steps.
Right now, you could be working in a completely different setting: a customer service or contact centre role; or possibly in another health sector setting. Whatever your background, it’s essential that you can remain calm under pressure and that you can think logically and quickly on your feet. You’ll be motivated by the opportunity to deliver a service that really matters to people, and to play your part in delivering a world-class National Health Service.
We offer benefits that mirror those in the NHS, including membership of the NHS Pension Scheme, NHS discounts through Blue Light Card and access to the 'Hereos Hub' as well as access to the Employee Assistance Programme offering 24/7 support to employees.