Call Operator VT

Call Operator - Variation Tracker - Currently recruiting at Cardonald.

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?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in our Cardonald Regional Centre.

The Role

Call Operators undertake a varied range of administrative tasks to support the smooth transition of patient data within the 111 service and between NHS 24 and partner Health Boards. You will adhere to processes to aid monitoring and auditing of data to help deliver the most effective, efficient, safe, and timely patient journey. You will undertake some inbound and outbound calling when the service requires this, to contact partner health boards under the appropriate levels of supervision.

Key Responsibilities

• Monitor and audit specific functions within the Patient Management system and escalate any patients who are identified as being out-with process.
• Undertake general administrative duties as and when instructed.
• Ensure full adherence to process/protocols at all times.
• Escalate any issues or concerns immediately especially if unsure regarding the correct action to take.
• Using appropriate questioning skills to extract accurate information from patients/ carers who may not impart clear concise information or have communication difficulties.
  
  

Successful Applicant Will

• Be educated to National 5/Standard Grade or equivalent.
• Have excellent communication skills and be computer literate with good keyboard skills.
• Demonstrate the ability to work well under pressure.
  
  

Shift Patterns Available

Hours are worked on average across an 8 week rota pattern.

We are currently recruiting for 30 hours - examples rotas are shown in the job pack.

Training

NHS 24 provides a comprehensive training programme to successful applicants. This programme lasts for 2 weeks, further information will be provided at interview stage.

Salary Package And Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £24,647 - £26,763* per annum (pro rata for part-time hours). Placement on salary scale is dependent on confirmation of previous relevant NHS service. NHS 24 shift patterns command an average uplift of 33% in addition to the basic salary shown. Dependent on individual shift patterns, this information is indicative only, and cannot be taken as guaranteed.

Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.

• Basic Hourly Rate of £12.75
• Saturday / After 8pm Weekday Hourly Rate of £19.16
• Sunday / Public Holiday Hourly Rate of £25.55
  
  

We Also Offer You Many Supportive Policies To Enhance Your Employee Journey And Have a Comprehensive Employee Assistance Programme Provider, Cycle To Work Scheme, Bursary Scheme And a Range Of Learning And Development. As An NHS Scotland Employee You Will Be Entitled To

• 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 for full details of NHS 24 and this opportunity as well as the 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.

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.