Health Information Service Call Operator

Health Information Service Call OperatorFixed Term with the potential to last for up to 6 months.

Are you looking for a new opportunity with a service-based environment? Can you demonstrate the ability to effectively communicate within a fast-paced environment? Are you passionate about engaging with others and working as part of a team to achieve shared goals?

The RoleHealth Information Service Call Operators provide confidential health and social care information to members of the public and professionals using a broad range of quality assured information resources. They are the first point of contact for all Health Information enquiries across NHS Inform, Care Information Scotland and Quit Your Way Scotland services, delivering through multiple channels including telephone, email, SMS and webchat.

Key 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.

Successful Applicant will

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.

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

TrainingNHS 24 provides a comprehensive training programme to successful applicants who must be able to attend Monday to Friday for the first 3 weeks. Following successful completion and competency sign-off, the post holder will continue with on the job training and mentoring from the Team Coaches and the Team Managers.

Salary Package and BenefitsNHS 24 offers a complete benefits package, with a temporary contract on Band 2 £25,694 - £27,900 per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

35 days annual leave (rising to 41) pro-rata

Development opportunities including study bursaries, e-learning and classroom based courses

Enhanced pay for working public holidays

Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme

NHS discounts on goods and services

HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?Please access the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application. We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visas and Immigration Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.

Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

It is ESSENTIAL that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored BEFORE submitting your application ..... full job details .....