Health Information Operators HIO

NHS 24
14 Apr 2018
19 Apr 2018
Contract Type
Full Time
Job Title: Health Information Operators (HIO)

Location: Clydebank

Salary Band: Band 2 - £16,532 (pro rata for part time hours worked plus salary enhancements for working in the Out of Hours Period)

Hours Available: 1 x 18, 2 x 24 & 1 x 30 hours available

Duration: Fixed Term Contract with the potential to run up to 12 months

Reference No: 18/040

NHS 24 provides national health and care information services to the people of Scotland. This is an exciting opportunity for you to join the Health Information Services team, based in Clydebank.

As part of this national team, you will help deliver a range of key health information services, including: NHS 24 health information, NHS Inform, Overseas Enquiries, Hepatitis Scotland, Immunisation Scotland, Sexual Health Scotland and special helplines when required.

As a HIO you will provide confidential, anonymous health information to the people of Scotland across various channels including: telephone, email, web-chat and by post. Information will be sourced from a range of quality assured resources.

Essential Skills for an HIO:

• Excellent written and verbal communication and interpersonal skills required

• Experience of working in a customer focussed environment, preferably with contact/call centre experience, delivering to performance targets

• Excellent PC and keyboard skills are essential, with experience of operating across various systems, including internet search engines and web based systems

• Ability to adapt to work across a variety of services, being flexible to change at short notice and maintain quality performance in a rapidly developing service

• You will be sensitive to the needs of the public and you will use your excellent communication skills to provide information and signposting that is appropriate and accessible. This may involve challenging situations, including distressed and emotional callers.

• You’ll also record accurate information, maintaining records and respecting confidentiality at all times.

The Health Information Service operates from 8am - 10pm Monday to Friday and 9am - 5pm, Saturday and Sunday. As an HIO you will work a flexible shift pattern that reflects Health Information Service requirements. This will involve day shifts, evening shifts, working some weekends and public holidays.

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