Health Advisor

From our offices in Newburn and Hebburn, Health Advisors are the first point of contact with patients in need of front line medical care or transportation and, as you can imagine, this is not like your usual contact centre.

While not every 999 or 111 call we deal with is a life threatening emergency, our Health Advisors utilise a medical assessment tool called NHS Pathways as well as their excellent communication, questioning and problem solving skills to assess patient need and provide the relevant level of medical assistance.

Our 999 and NHS111 call taking operations can be very rewarding in busy and pressured environments. We are open 24 hours a day, 7 days a week for 365 days of the year.

Our Health Advisors have to remain calm in challenging circumstances, accurately recording patient information into computer systems whilst reassuring callers and offering practical support. Emergency call operators must be able to make decisions, respond quickly to requests and multi-task.

Full training and mentoring is given, following which you will be able to utilise the assessment tool to evaluate and direct patients to the most appropriate healthcare provider, which may include asking them to make their own way to hospital or refer them to another healthcare professional or provide an ambulance response.

You will need to have:

  • Three GCSEs or experience working with the public over the phone
  • You will need to have experience of handling stressful situation
  • You need to be able to work shifts including nights, weekends and bank holidays

The role:

  • You will be paid at Band 3 and will also be paid for unsocial hours you work
  • You will have a 4 week training course and a workplace mentor who will work with you to sign you as competent before you take any calls
  • You will be trained in 111 first and then after a period of time you will be trained to take 999 calls

Recruitment process

  • You will be asked to complete a NHS jobs application form where you will need to evidence the requirements in the person specification
  • You will then be invited to undertake an assessment designed to understand how you would respond in certain situations and to test your accuracy/ attention to detail
  • You will then be invited to attend an open day to talk more about the role so you can get more information and then after that you will be invited to an interview


Within the Emergency Operations centre, there are many ways you can progress, there are Band 4 Senior Health Advisors role who xxxx. There are also team leaders, trainers and other managerial roles that you can progress through our internal recruitment process.

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