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Job overview

When patients are ill and need the right medical attention, HUC provides the NHS 111 and Out of Hours GP service to 4.5 million patients across Hertfordshire, Cambridgeshire, Bedfordshire, West Essex and the Southwest.

We are particularly interested to hear from candidates who can work evenings and weekends. 

Main duties of the job

• To deliver an effective, safe and competent call handling service for callers to NHS111 which includes patients, their representatives and Healthcare professionals.
• To represent the organisation in a professional and courteous manner in accordance with agreed protocols.
• Be responsible for the prioritisation of presenting clinical symptoms, supported by decision support software throughout a 24-hour period. Using the NHS Pathways software, you will provide the appropriate response based on the patient’s symptoms/needs.
• To ensure that patients are prioritised appropriately and directed to the most appropriate service. This could be to transfer the call to a clinician in the contact centre, despatch an ambulance in the case of an emergency or refer onto or provide information about other available services.
• Liaising with other agencies and healthcare providers to ensure patients are appropriately directed.
• Identify issues which may negatively impact upon service delivery and reporting these on to the Manager on duty in a timely fashion.
• To work co-operatively within the organisation, sharing and utilising areas of knowledge and skills to enhance patient care.
• Reflect the diversity of needs in healthcare communities by utilising all available resources to facilitate access to the service where there are barriers to communication and understanding, e.g. interpretation services

Working for our organisation

HUC is thriving, and continued growth has enabled us to expand and diversify our service offering. The role of a 111 Call Handler plays an important part of our operation and if you are ambitious there are lots of opportunities for you to develop your skills and explore other avenues within our organisation.

As an NHS 111 Call Handler you will be the first point of contact for patients, their relatives and healthcare professionals managing urgent and non- urgent cases when they call for medical advice.

Using the NHS Pathways software, you will be charged with assessing the patients condition and ensuring they are directed to the most appropriate healthcare professional or service including advice on how to manage their symptoms at home.

In this role you will be trained to use advanced listening and probing skills, to ensure that every patient is provided with clear advice and signposted correctly.

NHS Pension Scheme  (approx. 20% employer contributions)
Travel and expenses scheme.
Career opportunities.
Training and development opportunities.
Access to employee perks and discounts through our Heroes hub employee benefit & wellbeing site.
Employee Assistance Programme.