To work as a member of a multi-disciplinary team to provide effective and high quality telephone support to patients through a virtual ward model.

To use professional judgement at all times, and with the support of clinical assessment software, provide skilled and effective assessment of patients presenting clinical need, through telephone consultation

To apply critical analysis to the synthesis of complex information during the care process to provide accurate advice and health information to patients in order to empower and enable them to act upon advice given.

To liaise effectively between caller and third party in critical situations/areas of concern

To keep immediate and accurate records of service user enquiries to the service during the consultation.

To accurately document consultation notes in a timely fashion within the software programme, to allow for suitable emergency referral and intervention.

To refer to Call Centre Manager, peers or colleagues as necessary for advice, but to maintain accountability and responsibility for decisions made in relation to clinical calls.

To use advanced listening, probing and facilitative skills across a diverse range of calls, some of which can be highly challenging due to emotive circumstances or caller aggression and to use complex communication skills to negotiate (utilising language support services as necessary),

The following qualifications are essential:

RGN part 1 NMC Register
Post registration qualification in specialist area (Preferably Chronic Disease/Asthma/COPD or Orthopaedics)

This is an excellent opportunity to join a dynamic organisation focused upon driving the agenda for care closer to home through new and innovative patient services.

A competitive salary, flexible working patterns and an excellent portfolio of benefits exist for this post.

A current clean driving licence is essential as the role involves extensive travel across the region.

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