NHS 111 Health Advisor

NHS; Bristol; On-site; Part time

Job description

NHS 111 Health Advisor -Bristol, Cribbs Causeway| Located onsite

Ever wanted to play your part in an exciting service that really makes a difference to everyone's lives? As a key member of our 111 team in Bristol you'll be doing just that.

This is your chance to train to be a Health Advisor in our modern 111 call centre, handling calls from members of the public. You'll learn how to use a state-of-the-art triage tool called NHS Pathways to assess patients over the phone and direct them to the most appropriate care. Although these are not emergency calls, you'll also need to be prepared to deal with emotional, distressing or life-threatening scenarios and to arrange for 999 services if required.

We offer enhanced pay rates for weekends, at the moment we can only offer 24 hours per week to cover our core shifts over the weekend, mornings and evenings - to assist patients when they most need us.

The extensive training equips you with valuable skills and includes assessments. You can choose from two training options: full-time Monday-Friday (9am-5pm) for 6 weeks; or part-time Tues, Weds, Thurs (6pm-9:30pm) and Sat-Sun (9am-5pm) for 8 weeks.

6th May 2025 - Full Time

Once you've completed your training, you can join the team part-time on your pre-discussed shift pattern.

Main duties of the job

• Manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs
• Direct patients to the service suitable for their needs, using the Pathways System appropriately
• Capture patient information using computer systems
• Communicate effectively in a healthcare environment with colleagues as well as callers, and adjust communication to fit their knowledge whilst handling calls with empathy and understanding

What you will get:

• Pay:
• £12.21 per hour daytime and during training (07:00-23:00)
• £15.18 per hour night rate (23:00-07:00)

Please note that the weekend rate is guaranteed but it is not contractual, it is just an incentive for working unsociable hours.

• 25 days annual leave, increasing with service up to 28 days per year + bank holidays.
• Great job security, flexibility over hours (whenever we can), and full support for ongoing career progression into coaching, training and management roles.
• Practice Plus Group benefits including company pension scheme, life assurance, cycle to work scheme, retail discounts, and an employee assistance programme for you and your family.

About us

What you will need:

• GCSE/Functional Skills English and Maths at Grade C (or equivalent) or above.
• Excellent listening and communication skills, ideally with IT and keyboard skills, plus some previous experience of working and communicating with the public.
• A real passion for helping other people, with the ability to learn all sorts of new skills and to thrive and develop in a fun, friendly, well-supported team.

Job responsibilities

You will manage calls from patients and healthcare professionals with urgent and non-urgent healthcare needs, using the Pathways System appropriately to direct the patient to the service suitable for their needs.

You will use computer systems to capture patient information along with being expected to demonstrate self-directed learning and practice.

There will be a period of competency-based training both initially and over the first 6 months of employment which you must complete in order to perform all the duties of the job to the required standard.

Principal duties and responsibilities:

• Receive requests for assistance, treatment or care to IUC / NHS 111 call centre. The requests may be from members of the public, healthcare practitioners or other professionals.
• Interact with Individuals using telecommunications. You will answer the calls in an efficient and courteous manner using organisational standards and protocols. This will involve triaging patient calls using the appropriate Pathways System.
• Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC / NHS 111 service. You will need to adjust the way you communicate to fit their knowledge and deal with callers with empathy and understanding. You will accurately record and check or amend details on the call logging computer system.
• Direct requests for assistance, care or treatment using protocols or guidelines by signposting patients/callers to the most appropriate care/service using the Directory of Services where appropriate, guided by Pathways. This includes making judgements around what may or may not be significant changes in a patients condition. This may involve recognition and appropriate response to emergency situations.
• Support the safeguarding of individuals following local protocols and standards. Relate to others in ways which support rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
• Contribute to the effectiveness of teams. Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate. Assist new members of staff. Assist in general administrative and clerical duties. Provide cover for sickness, bank holidays, and annual leave of other health advisors. Work flexibly across sites as required by the service.

NOTE: This job description is not intended to be an exhaustive list of all duties, and responsibilities associated with the job. Other duties may be assigned.

Person Specification

Qualifications

• GCSE/Functional Skills English and Maths at Grade C (or equivalent) or above.

Experience

• Previous experience of working and communicating with the public.

Additional Criteria

• A real passion for helping other people.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.