Call Handler

Call Handler - Recruiting at Dundee, South Queensferry, Cardonald and Clydebank.

Are you looking for a new opportunity with a service-based environment?

Can you demonstrate the ability to effectively communicate within a fast-paced environment?

Are you passionate about engaging with others and working as part of a team to achieve shared goals?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Our Regional Centres are located at Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based at our Dundee, South Queensferry, Clydebank or Cardonald Regional Centres, with 24-hour and 30-hour contracts available.

While we will aim to accommodate your preferred location, we cannot guarantee your first choice of Regional Centre, as placement will be subject to organisational requirements and available seating capacity.

The Role

The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.

Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.

Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.

Key Responsibilities

To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given

On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy

Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records

Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language

Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded

Accurate recording and clear verbal communication of patient information

Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller

Use good communication skills to ensure that the appropriate service is accessed