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Health Information Service Call Operator

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NHS Scotland

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Dundee, +1

AI generated summary

  • You should have NVQ level 2 or equivalent, experience in customer service, be computer literate with Microsoft Office skills, and possess strong communication skills for health-related terms.
  • You will provide accurate non-clinical health information, record interactions, escalate complex inquiries, respond to helplines, and manage online communications.

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 job contract for the Health Information Service Call Operator position?

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

Where is the Health Information Service Call Operator position based?

This position is based in the Clydebank Regional Centre.

What are the working hours for this role?

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

Is training provided for this role?

Yes, NHS 24 provides a comprehensive training program for successful applicants, who must be able to attend training Monday to Friday for the first 3 weeks.

What qualifications are required for the Health Information Service Call Operator position?

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

Are there any specific skills required for this job?

Yes, candidates should have experience in a patient/customer services/contact center environment, be computer literate, and possess excellent written and verbal communication skills.

What salary can a Health Information Service Call Operator expect?

The salary package is on Band 2, ranging from £24,647 to £26,763 per annum, pro rata for part-time hours, depending on previous relevant NHS service.

What benefits are offered to NHS 24 employees?

Benefits include 35 days annual leave (rising to 41 pro-rata), development opportunities, enhanced pay for working public holidays, enrollment in the Scottish Public Pensions Agency pension scheme, NHS discounts, and an employee assistance program.

Does NHS 24 promote diversity and inclusion in the workplace?

Yes, NHS 24 promotes inclusion and celebrates differences, encouraging everyone to be themselves at work and advancing equality in the workplace.

Will NHS 24 consider applications from disabled applicants?

Yes, NHS 24 is committed to the Disability Confident Leader Scheme and will guarantee to interview all disabled applicants who meet the minimum essential criteria for vacancies.

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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.