Job Description

Ready to take the next step in your career and make a real impact every day? This is your chance to train to be a Health Advisor and work in our vibrant 111-contact centre. If you're calm under pressure, empathetic, and passionate about providing vital care and support, we want to hear from you.
In this role, you will be at the forefront of helping people in need, guiding them through critical decisions with care and professionalism. You will triage a variety of calls, provide accurate assessments, and offer non-clinical advice using the NHS Pathways System.
To gain a better insight into the role, please feel free to click on the link to watch a video of a how a typical call might be like -
Employee Wellbeing and Benefits
At Practice Plus Group, we value and invest in our team. Here are some of the amazing benefits you'll enjoy when you join us:

• 33 days annual leave, increasing with service up to 36 days per year (including bank holidays) to help you recharge.
• Paid training and continuous learning opportunities to grow your career.
• Competitive pension scheme with Scottish Widows or the Peoples Pension.
• Salary Finance: Access to salary advances, loans, and government benefits.
• Discounts & Perks: Enjoy exclusive discounts, including Blue Light Card, Costco membership, and more!
• Cycle to Work Scheme, Eye Care Vouchers, and Holiday Sell-Back options for your convenience.
• Wellbeing Support: Free 24/7 counselling and advice helpline, including free premium access to Headspace to support mental wellbeing.

Plus, we offer a range of additional benefits to enhance your lifestyle and wellbeing. For more details on our full benefits package, .
Pay Rates
12.21 per hour (7am-11pm)
15.18 per hour (11pm-7am)
Enhanced rate of 15.71 per hour when working between Friday 18:00 to Monday 7:00am.
Please note that the weekend rate is a none contractual incentive for working unsociable hours and you will be paid 12.21 during your training.
Working Hours
We understand the importance of flexibility and we have a selection of different shift patterns to offer that is based on 24 hours per week.
Please note that this role cannot be worked remotely, and you must be able to attend shifts in our 111- contact centre: Cavendish House, Teesdale Business Park, Stockton-on-Tees, TS17 6QY.
Training and Development:
We offer extensive, fully paid training to equip you with the skills to become a qualified Health Advisor and learn the advanced NHS 111 triage tool.
Schedule:
Monday 8th September (Monday- Friday, 9am - 5pm for 4 weeks)
Further training dates TBC

• It is essential that you can commit to the training every day
• You will be required to complete assessments and call audits throughout the training process. Successfully passing these is necessary to remain in the role. If you fail to pass after your second attempt, you will no longer be able to continue with the position.
• After training, you will receive an additional 8 weeks of support to ensure you're ready to be signed off as a fully accredited Pathways Health Advisor.

Please click here for further information:
This training ensures you're ready to make an impact from day one, with ongoing support to help you succeed in your career.
What you'll be doing
As a fully trained Health Advisor, no day is the same. You will be using the NHS 111Pathways system to assess patients over the phone and direct them to the most appropriate care. Although we are a non-emergency service, you may also need to deal with emergency calls from time to time and to arrange for 999 services if required. You will receive full support from your team and managers.
Some of your responsibilities will be:

• Initial Contact: You will be the first point of contact for patients, providing time-critical advice.
• Triage Calls: You'll assess and prioritise a wide range of calls based on urgency.
• Using NHS Pathways System: Ensuring safe and effective assessments by using the NHS Pathways system to guide decisions.
• Non-clinical Advice: Provide guidance to patients regarding their symptoms and next steps in their care.
• Accurate Documentation: Ensure accurate, clear, and detailed records of all calls for continuity of care.

What we'll look for in you
We are looking for caring, compassionate but also driven professionals who can help us drive our vision for a fair and inclusive healthcare access to all.
We are seeking professionals who have:

• Emotional Resilience: Ability to manage difficult or distressed patients, especially in high-pressure situations.
• Clear Communication: Ability to explain medical instructions and guidance in an easy-to-understand manner.
• Decision-Making: Good judgment skills to assess patient conditions and provide accurate advice.
• Attention to Detail: Meticulous in documenting and ensuring accurate patient information is provided.
• Organizational Skills: Capable of managing multiple cases and prioritizing urgent calls.
• IT Skills: Comfortable using computer systems and software, with the ability to quickly adapt to new tools and technologies
• GCSE/Functional Skills English and Maths (or equivalent).

About us
At Practice Plus Group, we're proud to be one of England's leading independent NHS providers, revolutionising Integrated Urgent Care (IUC) with a fresh, innovative approach. We bring together NHS 111 call centres, clinical assessment services, and urgent care to ensure patients get the right care at the right time, in the right place. We treat everyone--patients and colleagues alike--how we'd want to be treated, and we are always striving to do things better, together. We embrace diversity and work as one big team to create ahigh-quality, caring experience for all.
If you thrive in a compassionate, fast paced environment and are driven by making a meaningful difference, we'd love to hear from you!
For more information, please email Mica Adams on
Please note, candidates are required to have full eligibility and unrestricted right to work in the UK. We are unable to offer sponsorship for this position. All offers of employment are contingent upon the receipt of satisfactory references and a DBS check
Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.
Location
Stockton-on-Tees
Position
111 Call Handlers
Advertising Salary
12.21 - 15.71 per hour
Vacancy Type
Permanent
Schedule Type
Part Time
Rewards & Benefits
Flexible working
Physical and mental health support
Refer a friend scheme
Blue Light Card, Boundless card and Costco membership eligibility
Award winning ED&I programme
Training & Development
Tailored CPD training delivered via our bespoke Learning Management System.
Extensive training courses accessible via Practice Plus Group Skills Academy.
Great development and career progression opportunities.
To be honest, this is the best place I have ever worked and I would like to stay with Practice Plus Group as long as possible. Practice Plus Group have been brilliant at understanding that I am going to be looking after my granddaughter, so it gives me a great work life balance.