Health Information Service Call OperatorinClydebankinClydebankPUBLISHED TUE 7 JAN 2025
Job Stability, Working for NHS 24 provides a permanent position with a reliable salary and benefits package, ensuring job security.
Comprehensive Support, The role includes access to a comprehensive employee assistance program, learning and development opportunities, and a supportive work environment.
Flexibility, The position offers flexible working hours with a rota that may accommodate personal commitments or studies.
Meaningful Impact, As the first point of contact for health inquiries, operators contribute to the well-being of individuals and the community, making a meaningful difference in people's lives.
Training and Development, NHS 24 provides thorough training and ongoing support, allowing employees to enhance their skills and advance their careers.
Work-Life Balance, With 35 days of annual leave (rising to 41) and enhanced pay for public holiday work, employees can maintain a healthy work-life balance.
Inclusive Environment, NHS 24 promotes an inclusive workplace that values diversity and encourages all employees to be themselves, fostering a positive work culture.
The Health Information Service Call Operator role at NHS 24 in Clydebank involves providing confidential health and social care information to the public and professionals via multiple communication channels, including telephone, email, SMS, and webchat. Operators serve as the first point of contact for various health inquiries and are responsible for ensuring accurate information delivery, recording interactions according to data protection protocols, and escalating complex queries as necessary. The role requires effective communication skills and customer service experience, alongside proficiency in computer applications.
Applicants should have at least NVQ level 2 qualifications or equivalent experience, and be comfortable utilizing web-based applications and Microsoft Office products. Successful candidates will receive comprehensive training and will work on a flexible schedule, receiving a competitive salary and benefits package. NHS 24 promotes an inclusive workplace and encourages applications from candidates of diverse backgrounds, aiming to create a supportive environment for all employees.
Applicants should have at least NVQ level 2 qualifications or equivalent experience, and be comfortable utilizing web-based applications and Microsoft Office products. Successful candidates will receive comprehensive training and will work on a flexible schedule, receiving a competitive salary and benefits package. NHS 24 promotes an inclusive workplace and encourages applications from candidates of diverse backgrounds, aiming to create a supportive environment for all employees.
Job Stability, Working for NHS 24 provides a permanent position with a reliable salary and benefits package, ensuring job security.
Comprehensive Support, The role includes access to a comprehensive employee assistance program, learning and development opportunities, and a supportive work environment.
Flexibility, The position offers flexible working hours with a rota that may accommodate personal commitments or studies.
Meaningful Impact, As the first point of contact for health inquiries, operators contribute to the well-being of individuals and the community, making a meaningful difference in people's lives.
Training and Development, NHS 24 provides thorough training and ongoing support, allowing employees to enhance their skills and advance their careers.
Work-Life Balance, With 35 days of annual leave (rising to 41) and enhanced pay for public holiday work, employees can maintain a healthy work-life balance.
Inclusive Environment, NHS 24 promotes an inclusive workplace that values diversity and encourages all employees to be themselves, fostering a positive work culture.
Health Information Service CallOperator
Are you looking for a new opportunity with a service-basedenvironment?
Can you demonstrate the ability to effectively communicate within a fast-pacedenvironment?
Are you passionate about engaging with others and working as part of a team to achieve sharedgoals?
Who WeAre
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 Hillington, Cardonald, Clydebank,South Queensferry, Dundee and Aberdeen.This post will be based in our Clydebank Regional Centre.
TheRole
Health Information Service Call Operators provide confidential health and social care information to members of the public and professionals using a broad range of quality assured information resources. They are the first point of contact for all Health Information enquiries across NHS Inform, Care Information Scotland and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS and webchat.
KeyResponsibilities
The service operates from 09:00 to 17:00 Monday to Friday. The successful applicants will work 3 days from 5 per week on a flexible rota.
Training
NHS 24 provides a comprehensive training programme to successful applicants who must be able to attend Monday to Friday for the first 3 weeks. Following successful completion and competency sign-off, the post holder will continue with 'on the job' training and mentoring from the Team Coaches and the Team Managers.
Salary Package andBenefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £24,647 -£26,763 per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We Also Offer You Many Supportive Policies To Enhance Your Employee Journey And Have a Comprehensive Employee Assistance Programme Provider, Cycle To Work Scheme, Bursary Scheme And a Range Of Learning And Development. As An NHS Scotland Employee You Will Be Entitled To
Interested?
Please access theDigital Job Pack and Person Specificationfor full details of NHS 24 and this opportunity as well as theDigital Candidate Application Guidewhich will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.
Are you looking for a new opportunity with a service-basedenvironment?
Can you demonstrate the ability to effectively communicate within a fast-pacedenvironment?
Are you passionate about engaging with others and working as part of a team to achieve sharedgoals?
Who WeAre
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 Hillington, Cardonald, Clydebank,South Queensferry, Dundee and Aberdeen.This post will be based in our Clydebank Regional Centre.
TheRole
Health Information Service Call Operators provide confidential health and social care information to members of the public and professionals using a broad range of quality assured information resources. They are the first point of contact for all Health Information enquiries across NHS Inform, Care Information Scotland and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS and webchat.
KeyResponsibilities
- To provide, to the public and professionals, accurate and confidential general non- clinical health and social care information across a wide range of services, utilising multiple channels of delivery, signposting to relevant additional resources as appropriate. At all times operating within organisational and team processes andprocedures.
- Utilising the existing, guided, quality assured resources to provide responses to enquiries and ensuring that they record all interactions and transactions in the relevant system, in line with information governance and data protection processes.
- Where appropriate they will escalate more complex enquiries to the Team Manager who will delegate to another team member to adopt the enquiry or respond to the enquiry themselves.
- To deliver ad-hoc special helplines: scripted specialist information to callers in response to a short notice, acute public health incident. Collating required information from callers as agreed with the initiating organisation.
- To respond to appropriate online, SMS and web-chat enquiries using the relevant systems and processes.
- Will be educated to NVQ level 2 or equivalentexperience.
- Have experience of patient/customer services/contact centreenvironment
- Be computer literate and comfortable using web-based applications, including web searching and web chat.Able to demonstrate good knowledge and experience of Microsoft packages (word and excel at a minimum) and internet search engines.
- Have excellent written and verbal communication skills, with the ability to understand and effectively communicate health related terminology.
The service operates from 09:00 to 17:00 Monday to Friday. The successful applicants will work 3 days from 5 per week on a flexible rota.
Training
NHS 24 provides a comprehensive training programme to successful applicants who must be able to attend Monday to Friday for the first 3 weeks. Following successful completion and competency sign-off, the post holder will continue with 'on the job' training and mentoring from the Team Coaches and the Team Managers.
Salary Package andBenefits
NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £24,647 -£26,763 per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.
We Also Offer You Many Supportive Policies To Enhance Your Employee Journey And Have a Comprehensive Employee Assistance Programme Provider, Cycle To Work Scheme, Bursary Scheme And a Range Of Learning And Development. As An NHS Scotland Employee You Will Be Entitled To
- 35 days annual leave (rising to 41) pro-rata
- Development opportunities including study bursaries, e-learning and classroom based courses
- Enhanced pay for working publicholidays
- Enrolment into the Scottish Public Pensions Agency (SPPA) pensionscheme
- NHS discounts on goods andservices
- HELP, employee support andassistance
Interested?
Please access theDigital Job Pack and Person Specificationfor full details of NHS 24 and this opportunity as well as theDigital Candidate Application Guidewhich will support you in your application.
We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.
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The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values.Learn more...
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55.90010070800781-4.404774188995361Clydebank, Scotland, United Kingdom
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