111 Health Advisor – FAQs
As a member of the Integrated Urgent & Emergency Care team, 111 Health Advisors answer and take charge of all our incoming 111 calls.
Utilising the NHS Pathways triage system, Health Advisors gain an initial assessment of both the patient and the situation in an efficient, reassuring manner.
The role requires excellent telephone manner and commensurate communication skills.
With experience of dealing with the public over the phone, Health Advisors will be able to follow and interpret policies and procedures and have the ability to work under pressure and remain calm.
In order to be licensed to use the NHS Pathways system Health Advisors are required to successfully complete a five week training course to provide them with the necessary skills and clinical knowledge.
Successful candidates will be required to be available between Monday and Friday (9am – 5pm) for their first three weeks of the training course.
During your training period, you will receive a trainee salary of £20,230 per annum (including Outer London High Cost Area Supplement). This includes 75% of the pay band maximum of the fully qualified rate and 100% of the Outer London High Cost Area Supplement applicable.
After your training period, you will receive a salary of £24,228, rising to £25,675 after two years.
Full time and part time opportunities are available.
We are a 24 hour service and our peak hours are evenings and weekends.
Please note the training is full time.
Training and posting locations
We operate out of two sites:
- Barking – Maritime House, Linton Road, Barking, IG11 8HG
- Croydon – Southern House, Wellesley Grove, Croydon, CR0 1XG
Training takes place on-site.
When completing your application, all sections of the form need to be complete, including detailing your full employment and education history. Please also ensure your contact details are correct.
Ensure that any relevant convictions, cautions or previous dismissals are declared.
When completing your supporting information, detail your experience, knowledge, achievements, skills and abilities that meet the criteria of the person specification.
If you have a disability or require any reasonable adjustments to attend assessment or interview, please let us know.
If successful at shortlisting, you will be invited to an assessment.
The assessment will consist of two or three role play call simulations to assess your communication, interpersonal, assessment and IT skills.
If successful at assessment, you will be invited to an interview where we will be looking for examples of your experience and understanding in the following areas:
- Working in a call centre environment
- Communicating with patients over the telephone
- Patient confidentiality
- Diversity and Inclusion
- Experience of dealing with members of the public over the telephone
- Ability to remain calm when working under pressure
- Ability to work to defined policies and procedures
- Ability to work on own initiative
- Age 18 years or older (in line with legislation)
WATCH: find out more about working in our 111 team