Call Operator VT Bank

Call Operator - Variation Tracker (Bank)

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.

Available Hours

Work is allocated on an as and when required basis, with different shift patterns available to suit flexible working. There are no guarantees of a fixed number of hours each week as this is a demand led service.

Benefits

NHS 24 offers a complete benefits package, on Band 2 £23,362 - £25,368 Per Annum (pro rata). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

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:

• 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 Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide 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.