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Health Information Service Call Operator

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NHS Scotland

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Glasgow

AI generated summary

  • You should have NVQ level 2 or equivalent, experience in patient/customer service, strong computer skills, and excellent written and verbal communication, especially in health terminology.
  • You will provide accurate non-clinical health information, record interactions, escalate complex queries, manage special helplines, and respond to online inquiries.

Requirements

  • Will be educated to NVQ level 2 or equivalent experience.
  • Have experience of patient/customer services/contact centre environment
  • 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.

Responsibilities

  • 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 and procedures.
  • 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.

FAQs

What is the duration of the contract for the Health Information Service Call Operator position?

The contract is fixed term with the potential to last for up to 6 months.

Where is the position based?

The position is based in the Clydebank Regional Centre.

What are the main responsibilities of a Health Information Service Call Operator?

The main responsibilities include providing accurate and confidential general non-clinical health and social care information, utilising various channels of communication, recording interactions, and responding to online enquiries.

What are the required educational qualifications for this role?

Candidates should be educated to NVQ level 2 or have equivalent experience.

What experience is necessary for applicants?

Applicants should have experience in patient/customer services or a contact centre environment.

What are the working hours for this position?

The service operates from 09:00 to 17:00, Monday to Friday, and the successful applicants will work 3 days from 5 per week on a flexible rota.

Is training provided for this position?

Yes, NHS 24 provides a comprehensive training programme for successful applicants, which includes an initial 3 weeks of training.

What is the salary range for this position?

The salary package ranges from £24,647 to £26,763 per annum, pro rata for part-time hours.

What benefits does NHS 24 offer to its employees?

Benefits include 35 days annual leave (rising to 41), enhanced pay for public holidays, enrolment in the Scottish Public Pensions Agency pension scheme, NHS discounts, and support from an employee assistance programme.

Is there an opportunity for career development in this role?

Yes, NHS 24 offers development opportunities, including study bursaries and a variety of learning and development options.

How does NHS 24 approach equality and diversity in its hiring process?

NHS 24 is an equal opportunities employer that actively encourages applications from underrepresented groups within the workforce and is committed to advancing equality.

Does NHS 24 sponsor visa applications for this role?

No, NHS 24 does not hold a sponsorship license and is unable to sponsor candidates for skilled worker visas.

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NHS Scotland

Science & Healthcare
Industry
10,001+
Employees
1948
Founded Year

Mission & Purpose

Their mission is to provide healthcare services that are accessible to all residents of Scotland, promoting health and wellbeing while delivering high-quality care. Their purpose encompasses delivering comprehensive healthcare services, from primary care to specialized treatments, with a focus on improving health outcomes and ensuring equitable access to healthcare for all Scottish residents. They also emphasize public health initiatives and disease prevention strategies to enhance the overall health of the population.