Emergency Call Taker

We at the Isle of Wight Integrated Care Hub are seeking to recruit Health Advisors to work in our Emergency Operations Centre within our highly functioning Integrated Care Hub at St Mary’s Hospital.

Previous applicants and those unsuccessful at upcoming interviews need not apply

Please note that successful applicants will be working for the Isle of Wight NHS Trust but calls will be taken in collaboration with other local ambulance services.

Successful candidates must be able to communicate effectively in a healthcare environment, interacting with individuals using telecommunications and answering calls in an efficient and courteous manner whilst accurately recording information. Candidates must be educated to GCSE or equivalent with a minimum of 4 subjects at level 8-4 or A-C grade including Maths and English. Candidates will also need to have excellent communication skills, Confidence using computers and good typing skills.

Health Advisors are responsible for providing efficient management of emergency, urgent and non-urgent calls from patients and healthcare professionals. This will involve triaging patients using the National Clinical Decision Support system appropriately to direct the patient to the correct service.

This role is worked on a rotational shift basis, with a requirement for 24/7 cover, All staff will be expected to work Weekends and Bank Holidays (inc. Christmas, Easter etc). This role requires working shifts which include nights so applicants must be over 18 to apply.

If you have any additional queries about this role please contact iownt.Ambulance-hdm@nhs.net or the Hub Duty Manager on 01983 232232

The Isle of Wight NHS Trust is the only integrated acute, community, mental health and ambulance health care provider in England. We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Job Purpose

To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.

Job Statement

• To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
• To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
• Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
• Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS).
• Accurately record, check or amend details on the call logging computer system.
• Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services
• Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.
• Take appropriate action based on information received and disposition arrived at from CDSS
• Appropriately respond to significant changes in a patient’s condition and involve recognition and response to emergency situations
• Support the safeguarding of individuals as per local protocols and standards in ways which support rights, inclusion and wellbeing of individuals to keep themselves safe.
• Actively contribute to service improvements where appropriate
• Undertake coaching or mentoring with new healthcare advisors to support them and their use of CDSS and assisting new members of staff.