Call Handler GP Triage

Recruiter
NHS 24
Location
North Queensferry
Posted
11 Jan 2018
Closes
12 Feb 2018
Sector
Healthcare
Contract Type
Permanent
Hours
Full Time
MAKE A DIFFERENCE EVERYDAY

As a Call Handler, you will be the key first point of contact for patients calling NHS 24. You will collect and record information, identifying patients in need of an immediate response, direct callers to clinical colleagues for further assessment or health information or to other NHS services.

Successful applicants will be based in our modern clinical centre South Queensferry, which is easily accessible and offers free parking facilities.

WHAT IS IMPORTANT FOR THE ROLE?

You must be committed to delivering a high standard of customer service at all times, ensuring a high level of accuracy is also maintained in record management.

To be successful in your application you must be able to separately evidence in detail, and provide examples of, the following essential skills within your application:

• Excellent customer service skills gained within a customer facing environment

• Strong communication skills (both verbal and written)

• Experience in working in a pressured environment

• Strong accuracy skills in data entry

• Excellent PC keyboard skills

• An understanding of NHS 24 as an organisation and the Call Handler role

It would also be desirable but not essential for you to demonstrate the following in your application:

• Evidence of personal development

• Experience gained within a telephony environment

• An interest in working within a healthcare environment

We offer the appropriate training programme along with coaching and on-going personal development.

WHEN WOULD I WORK?

This post will involve working in the In-Hours period 08:00-18:00 Monday to Friday, in support of general practice throughout Scotland. There may also be an element of out of hours working required (appropriate salary enhancements would apply) in which case patterns of work may encompass night duty, public holidays, including Christmas, New Year and Easter, and local public holidays taken by other health boards.

CAN I COMBINE THIS ROLE WITH MY CURRENT JOB?

Where you choose to combine working with NHS 24 and another employer, you should note that NHS 24 strictly adheres to Working Time Regulations and does not permit staff to work in excess of 48 hours per week, averaged over 17 weeks, or to op-out of the 48 hour average working week across all employments.

VALUES (20/20 Workforce Vision)

The 2020 Workforce Vision "Everyone Matters" captures the core values of NHS Scotland which are:

• care and compassion

• dignity and respect

• openness, honesty and responsibility

• quality and teamwork.

These values are reflected in everything we do and will be reflected throughout your recruitment journey. For more information on please visit /

QUERIES

For more information on this post and GP Triage Service please contact Service Delivery Manager, Christopher Gent or GP Triage Team Leader onor via email on

PLEASE NOTE to support the Short listing process, Call Handler candidates must also complete an Application Questionnaire, which can be found in the job pack along with an application form.