Service Advisor
Care UK Health Care
Dorking, England
1d ago

Job Summary

You will handle selected calls from patients and healthcare professionals, updating systems as appropriate and following standard operating procedures to respond to callers’ questions.

Note that, although service advisors may make system updates as part of the call handling, they do not triage patients.

Computer systems are used to capture patient information.

You may also be required to undertake reception duties and basic administrative duties. There will be a period of competency-

based training both initially and over the first year of employment which you must complete in order to perform all the duties of the job to the required standard.

Successful applicants will be trained to become Health Advisors for the 111 Service and will move into this role within 3 -

6 months depending on performance. Shifts will be agreed based on availability.

Key Responsibilities

  • Interact with individuals using telecommunications. Answer 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. Call back selected patients, logging non-

    worsening symptoms and escalating if symptoms are worsening.

  • Communicate effectively in a healthcare environment with colleagues as well as with callers / patients. Deal with callers with empathy, respect and consideration.
  • Deal with difficult callers in a calm and professional manner.

  • Direct requests for assistance, care or treatment using protocols or guidelines by signposting selected callers to the most appropriate care / service using the Directory of Services where appropriate, or following local protocols and procedures.
  • Support the achievement of quality standards and performance measures. The calls may relate to the following :

    o Courtesy calls / calls back

    o Repeat medication (prescription) asymptomatic callers

    o Dental calls (provision of service information and / or transfer to appropriate service or person)

    o Health information (non-symptomatic caller)

    o Location of services

    o Healthcare provider calls

  • Support the safeguarding of individuals following local protocols and standards. Escalate a call or seek advice about a call from colleagues if concerned.
  • Relate to others in ways that support rights, inclusion and the wellbeing of individuals, supporting individuals to keep themselves safe.

  • Contribute to the effectiveness of teams. Work as part of a multi-disciplinary team, actively contributing to service improvements where appropriate.
  • Make sure your whereabouts are known during working hours and participate in duties as designated by the Call Centre supervisor or manager during peak times.

    Skills & Experience

    Ability to stay calm in the event of the unexpected and under pressure

    Ability to communicate with a variety of different people and build rapport

    Ability to follow written and verbal instructions

    Ability to recognise queries that fall outside the remit of the role and seek guidance

    Ability and willingness to undertake competency-based training both initially and as ongoing requirement for the post to meet service requirements

    Flexible approach ability to switch between activities as required by the service Ability to work to strict deadlines with accuracy

    Demonstrate ability to work in a team

    Ability to use initiative and be aware of limitations

    Ability to relate to others and adapt approach accordingly

    Ability to work unsocial hours including 24 / 7 shift work and bank holidays


    Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills. Able to use word processing software.

    Previous experience working and communicating with the public in a busy environment

    Willing and able to participate in competency work-based training programme and apprenticeship programme.

    Additional Information

    Must be eligible to work in the UK

    Ability to work unsocial hours including 24 / 7 shift work and bank holidays

    It is a requirement of this position that a Criminal Records Bureau disclosure at the enhanced level is undertaken.

    The post holder is required at all times to carry out responsibilities with due regard to Care UK Equal Opportunities Policy and to ensure that staff receive equal treatment throughout their employment with Care UK.

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