Overview

The Role

Express new ideas, take initiative and save lives. Others talk about being brave, at IC24, we’re made that way.

From providing high quality integrated urgent care for over six million people, to thinking of innovative solutions for our patients – every role at IC24 is made to be brave.

Are you patient focused, professional with great attention to detail? Do you want to make a real difference to our patients? If this sounds like you, we have fantastic opportunities to join our NHS 111 team who are committed to delivering high quality care.

Responsibilities

Handle selected calls from patients and healthcare professionals, updating systems as appropriate and following standard operating procedures to respond to callers’ questions.

The calls may relate to the following:
Courtesy calls/calls back

Repeat medication (prescription)

Asymptomatic callers

Dental calls (provision of service information and/or transfer to appropriate service or person)

Health information (non-symptomatic caller)

Location of services

Healthcare provider calls

Direct requests for assistance, care or treatment using protocols or guidelines by signposting selected callers to the most appropriate care/service using the Directory of Services where appropriate or following local protocols and procedures.

Deal with callers with empathy, respect and consideration. Deal with difficult callers in a calm and professional manner.

Support the safeguarding of individuals following local protocols and standards.

Requirements

Educated to GCSE or Functional Skills level, or have equivalent work experience and possesses a fundamental level or Maths, English and ICT skills.

Ability to stay calm in the event of the unexpected and under pressure.

Ability to communicate with a variety of different people and build rapport

Ability to follow written and verbal instructions.

Flexible approach – ability to switch between activities as required by the service.

Ability to relate to others and adapt approach accordingly.

This is a fantastic opportunity to start your career in the NHS 111 service. We provide full paid training with the opportunity to become an NHS 111 Health Advisor within your first year.

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Location Ashford Care-Coordination Centre, Orbital Park, Kent.

Hours Available We have full and part time opportunities ranging from a minimum of 12 hours to a maximum of 37.5 hours per week, covering a 24/7 operation

Please be aware since we are predominantly an out of hours service most of our shifts involve weekend and evening work and shift patterns can vary.

All colleagues will be required to work some hours on a Saturday and Sunday. You will also be required to work bank and public holidays.

Additional hours may also be available in times of peak demand.

If you have any questions relating to hours available or the role, or you would like a tour of the call centre, please email chloealiot.ic24@nhs.net

Training

Applicants must be available to start training on either the 15th of January 2023 or the 5th of February 2023.

Both courses are part time courses over 3 weeks and are held virtually.

Week One: Sunday 10:00-16:00, Monday – Thursday 18:00-22:00

Week Two: Sunday 10:00-16:00, Monday – Thursday 17:00-22:00

Week Three: Sunday 10:00-16:00, Monday 18:00-22:00

What’s in it for you:

New hourly rates of £10.30 – £16.48 depending on experience and hours worked

Enhancements are paid between 20:00 and 06:00 and for all hours on weekends, with further enhancements on bank holidays

Additional annual leave above statutory minimum based on service

Opportunity to join the NHS Pension Scheme

Free 24/7 independent counselling service

Learning and development opportunities

Free membership to our reward and discount platform

Access to Blue Light Card and other NHS Discount Schemes

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and two references.

For a job description and person specification please click here.

Closing date: 22nd December 2022

We celebrate brave ideas and brave people.

careers.ic24.org.uk

We are committed to providing equal opportunities for all people and we particularly encourage applications from ethnic minorities, applicants with a disability and those from other under-represented groups.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team in the first instance on careers@ic24.nhs.uk.

IC24

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