Service Advisor - Bristol

Are you thinking about starting a new career in healthcare where you can have a positive impact on patients in need? As a Service Advisor in our 111 team in Bristol you would be doing just that.

We can accept applications from individuals aged 17+, therefore if you are a student who is looking to gain experience and develop professionally, this would be a great opportunity to do that! 

As the largest independent provider of NHS services, Practice Plus Group is delivering a new model of Integrated Urgent Care that reduces pressures on services and staff. By bringing together NHS 111 call centres, clinical assessment and other urgent care services, we enable patients to access the right care, when they need it. It’s better for everyone.

This is a great opportunity for you to apply your customer service and administration skills by supporting patients calling in to the 111 contact centre. You will be part of a multi-disciplinary team, working together to prioritise patient safety whilst relating to others in ways that support rights, inclusion, and safeguarding the wellbeing of individuals.

This could involve taking inbound calls from patients with general queries, or making outbound calls to patients who are waiting for a clinician to call back. You will also be supporting our 111 Health Advisors in general administrative duties, such as directing patient cases to relevant services via email, updating systems as appropriate, or liaising with other healthcare professionals about a patients care.

If successful for the role, you will be required to attend a paid week-long training course (Mon-Fri: 9am-5pm) where you will be trained on our systems and processes as well as completing your patient triage training.

Our upcoming training start date is:

• Monday 18th November 2024
• Monday 25th November 2024

Once you’ve completed your training, you can join the team full or part-time. We have a variety of shift patterns to choose from. However, please note that this is a 24/7, 365-days-a-year service and is particularly busy at weekends and weekday evenings so you should expect to work at these times.

What you'll be doing

• Answering and making specified telephone calls within the defined timeframe and manage these calls in a controlled and professional manner
• Record information in the supplied software in an accurate and timely fashion
• Directing requests for assistance, care or treatment using protocols and guidelines
• Communicating effectively in a healthcare environment with external providers and colleagues as well as with callers/patients

What we'll look for in you

What you will need:

• GCSE/Functional Skills English and Maths at Grade C (or equivalent) or above.
• Excellent listening and communication skills, ideally with IT and keyboard skills, plus some previous experience of working and communicating with the public.
• A real passion for helping other people, with the ability to learn all sorts of new skills and to thrive and develop in a fun, friendly, well-supported team.

What you will get:

• Pay: £12.11 per hour
• 25 days’ annual leave, increasing with service up to 28 days per year + bank holidays.
• Great job security, flexibility over hours (whenever we can), and full support for ongoing career progression into Pathways Training to become a Health Advisor, which can then progress on to coaching, training and management roles.
• Practice Plus Group benefits including company pension scheme, life assurance, cycle to work scheme, retail discounts, and an employee assistance programme for you and your family.
• Integrated Urgent Care team benefits that range from Healthcare Hero Awards and recognition prizes to themed occasions, charity days, and a fantastic range of social events.