Call Handler ̶ 24 hours per week

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.

• 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

• Demonstrate experience of working in a service-based environment
• Be confident on a variety of computer systems
• Be able to multitask and navigate through multiple systems at the same time
• Have good keyboard skills with a high degree of accuracy
• Possess exceptional communication skills
• Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
• Demonstrate the ability to work under pressure and follow clear instructions