Job summary

The post holder will be responsible for the telephone assessment of health and clinical needs, utilising professional clinical judgement, supported by decision support software. This requires generalist and specialist skills to assess and deliver care to patients across all age groups in a contact centre environment.

The post holder will provide assessment, medication advice, and health information supporting individuals to access the appropriate level of care including advice to manage their symptoms at home.

The post holder must understand the need for active participation in training, supervision and mentoring in supporting high standards of practice, and personal and professional conduct. As well as sharing your skills, knowledge and experience for the benefit of people receiving care and your colleagues; supporting students’ and colleagues’ learning to help them develop their professional competence and confidence.

The post holder will also undertake other clinical functions required to maintain the day-to-day functions of Clinical Delivery within the Integrated Contact Centre (ICC).

Main responsibilities

• To act as a professional role model at all times
• To develop and maintain expertise, practice and competence in the role of Urgent andEmergency Care Clinician.
• To provide skilled and effective assessment of patients presenting clinical need throughtelephone consultation, with the support of the clinically based algorithms, throughoutwhich the Urgent and Emergency Care Clinician is required to be accountable for usingprofessional judgement at all times.
• To apply critical analysis to the synthesis of complex information during the care processto provide accurate advice and health information to patients in order to empower them toact upon advice given.
• To have current awareness of policies and utilisation of acquired skills in mental health,child protection, medication enquiries and other aspects of general healthcare asrequired for the role.
• To actively work independently and is responsible and accountable for managing ownapproach to workload, risk assessment and risk management.
• To Liaise effectively between caller and third party in critical situations/areas of concerne.g. child abuse, where information is not consistent or may be disputed.
• To actively communicate with all Senior Managers of any factors affecting the servicedelivery at the time an issue is highlighted.
• To actively communicate with other service providers about individual patient caremanagement programmes where appropriate.
• o be able to communicate effectively at all levels using all communication deliverymethods i.e. presentation skills, letter writing, fax etc.
• To utilise advanced listening, probing and facilitative skills across a diverse range ofcalls, some of which are highly challenging due to emotive circumstances or calleraggression.
• Utilise complex communication skills to negotiate (Utilise translation services in situationswhere language barriers are present) and provide support to callers who may be non-compliant with recommended outcomes, emotive, hostile and or antagonistic.

Qualifications and knowledge

• Paramedic with current Health Care Professions Council (HCPC) registration OR Nurse with current Nursing & Midwifery Council (UK) (NMC) registration
• Completion of Newly Qualified Period
• Excellent knowledge of Pre-hospital Care Provision
• Evidence of CPD

Experience

• Appropriate post registration clinical experience in a face to face primary or acute care setting, emergency department or pre-hospital role OR evidence of credible experience in a previous role
• Awareness and/ or experience of working toward performance and quality targets and thecontribution these make to patient care
• Experience of autonomous decision making

Skills and competencies

• Ability to effectively work as a team
• Ability to work across multidisciplinary boundaries
• Ability to identify own developmental needs
• Good organisational skills

For more information see the full job description in the Additional Information section below