Scheduled Care Services Call Operators GP Triage

NHS 24
North Queensferry
11 Jan 2018
12 Feb 2018
Contract Type
Full Time
Opportunities have arisen for two new Call Operators working within the Scheduled Care Services of NHS 24. These roles support the delivery of the GP In-Hours Triage which requires a mixture of both inbound and outbound calling. The current service is managed from our contact centre in South Queensferry.

The main roles and responsibilities of this post are:

• Data inputting and extraction from a number of different systems

• Allocating and updating appointment times

• Utilising scripting advice, to triage outbound calls for looking for same day appointments

• Liaising with partner health boards and GP practices to deliver a smooth patient journey

• Support a range of service initiatives which involve inbound or outbound call handling under scripting advice and supervision.

To be successful in this role the post holder must be able to demonstrate the following in their application:

• Evidence of working within a similar role within a contact centre.

• Competency in basic computer skills.

• Competency in basic excel skills

• Competency in the use of telephony systems and the ability to transfer calls.

• Working within protocol descriptors, monitoring specific indicators and escalating if out with recommended range.

Successful candidates can expect to work Monday to Friday with the majority of shifts being within the 08:00 – 18:00 period.

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

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