Job Introduction
Purpose of the Role
To demonstrate competence in call taking from the front end of call to completion and provide leadership in the NHS 111 call centres to all call, taking staff taking responsibility at site under the direction of the NHS 111 Operational Shift Lead/NHS111 Team Manager. To help and support colleagues, as necessary, with patient contacts, call taking and other areas of roles which may impact on patient experiences.
Key Success Measures
Caring & Compassion - We will actively listen to understand and empathise with others, with a desire support both patients and colleagues.
Always Professional - We will be accountable for consistently delivering high quality healthcare for our patients
Respect & Dignity - We will actively listen to each other and our patients to answer their concerns or questions. We will maintain and respect patients dignity and must ensure it is never compromised.
Everyone Matters - We will actively encourage feedback from both patients and colleagues to continually improve our service, ensure everyone has an opportunity to have their voice heard, and everyone has an opportunity to further develop their skills and competencies.
Key Areas of Responsibility & Accountability
Receive telephone calls from patients or healthcare professionals, undertake an assessment of the presenting concerns, and complete the call as appropriate using NHS Pathways or other clinical decision support system.
Maintain accurate and immediate records of every enquiry, including assessment and any advice to callers
Manage all calls in a controlled and professional manner treating patients with empathy, respect and consideration.
Support the achievement of quality standards and performance levels relevant to the service.
Ensure that DHU policies and procedures are followed.
Keep abreast of changes in services provided by the Call Centre.
Identify potential opportunities and make recommendations for service improvement as necessary.
Supporting the Operations Help Desk
Advising other advisors via the non-clinical advice line of next steps to take to ensure safe patient care
Resending ITK messages
Pass backs
Addressing incorrect Directory of Services referrals
Managing third party provider appointment cancellations
Completing number checks
Support the management of complaints and compliments arising whilst on shift.
Support colleagues with safeguarding referrals and any other call taking processes
Undertake appropriate health advisor duties as may be required for patient or operational safety within the policies of the Company
Any other duties appropriate to the role
Undertake appropriate personal and professional development to meet the requirements of the NHS Career Framework.
Work within and promote the DHU vision and values
Seek feedback on own performance from line mangers
Keep up to date with all changes to DHU 111 services
Participate in the provision of coaching, mentorship, training, supervision and the continuing development of call taking staff
Offer appropriate advice on practices, delivery and service development within the parameters of own role
Participate in ongoing individual personal development within the organisation ensuring maintenance and review of own personal development plan.
Mentor and role model the development of excellence health advisor practice
Adhere to all DHU procedures, protocols and other relevant memoranda as appropriate
Attend training and meetings as and when required to do so by senior management
Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act.
Communicate outstanding issues to peers, NHS 111 Operational Shift Leads, NHS111 Team Managers, or the Service Delivery Managers before going off duty. In relation to serious issues, these must be reported to a member of the NHS 111 Senior Management Team, NHS 111 Managing Director, or in their absence, the director on call.
Notify the appropriate senior manager immediately of any circumstances which may affect the provision of a high quality service.
Maintain and ensure maintenance of a tidy work environment at all times
Organise and prioritise effectively your own work schedule to ensure operational excellence with minimum supervision
The post holder is required to take responsible care for the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. The post holder is also required to co-operate with DHU to ensure that statutory and departmental safety regulations are adhered to.
DHU is an equal opportunities employer and you will be expected to comply with all relevant policies and procedures in this area together with all other policies and procedures as initiated by DHU.
DHU is a non-smoking organisation and you are therefore required not to smoke on or in any of the estate where DHUs business is carried out
Staff within DHU 111 (EAST MIDLANDS) CIC and DHU Health Care and related organisations
Staff in primary and secondary care services
Staff within local authority Social Services
Related services within the health economy