NHS Direct Operator

About the Company

The University Hospitals of North Midlands NHS Trust (UHNM) is one of the largest and busiest trusts in the country, providing healthcare services to over three million people. We operate Royal Stoke University Hospital in Stoke-on-Trent and County Hospital in Stafford, offering a wide range of acute and specialist services. Our mission is to provide the best possible care for our patients, delivered with compassion, innovation, and excellence. Joining UHNM means becoming part of a dedicated team committed to making a difference in the lives of our community.

Job Description

We are seeking a compassionate and dedicated NHS Direct Operator to join our team, providing essential support to patients and the public. In this crucial role, you will be the first point of contact for individuals seeking non-emergency medical advice, general health information, and assistance in navigating NHS services. You will be responsible for handling a high volume of calls, assessing caller needs, providing accurate information, and directing individuals to the most appropriate healthcare pathway or service. This role requires exceptional communication skills, a calm demeanor under pressure, and a genuine commitment to public service. Full training will be provided to ensure you are equipped with the knowledge and tools necessary to excel.

Key Responsibilities

• Answer incoming calls promptly and professionally, assessing caller needs and urgency.
• Provide clear, concise, and accurate information on NHS services, health conditions, and non-emergency medical advice, following established protocols.
• Direct callers to appropriate services, including GPs, pharmacies, dentists, or other healthcare professionals.
• Maintain detailed and accurate records of all calls and interactions in the system.
• Adhere to all confidentiality, data protection, and safeguarding policies.
• Collaborate with colleagues and other healthcare professionals to ensure seamless patient care.
• Participate in ongoing training and development programs.
• Handle sensitive and sometimes distressing calls with empathy and professionalism.

Required Skills

• Excellent verbal communication skills with a clear and articulate telephone manner.
• Strong active listening skills and ability to empathize with callers.
• Proficiency in basic computer applications and data entry.
• Ability to work effectively under pressure and manage multiple tasks.
• Strong problem-solving skills and attention to detail.
• A compassionate and patient-focused approach.
• Ability to work flexible hours, including evenings, weekends, and public holidays.
• Commitment to maintaining confidentiality and adhering to ethical guidelines.

Preferred Qualifications

• Previous experience in a call centre, customer service, or healthcare support role.
• Familiarity with medical terminology or healthcare systems.
• GCSEs (or equivalent) in English and Maths at Grade C/4 or above.
• Understanding of the NHS structure and services.

Perks & Benefits

• Competitive NHS Pension Scheme.
• Generous annual leave entitlement.
• Access to comprehensive training and professional development.
• Employee assistance program for health and wellbeing.
• NHS discounts across various retailers and services.
• Opportunities for career progression within the NHS.
• A supportive and collaborative working environment.

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