NHS 111 Health Advisor (Norwich)

About the role

The NHS 111 Health Advisor is the first point of contact for thousands of callers each day, providing calm, professional guidance and directing patients to the right care. Working from a call‑centre in Thorpe End, you will use structured assessment pathways to ensure safe outcomes for a wide range of health concerns.

Key responsibilities

• Answer NHS 111 calls, listen carefully and gather relevant information.
• Assess urgent and non‑urgent conditions using NHS Pathways and approved protocols.
• Signpost callers to self‑care advice, primary care, urgent treatment, community services or emergency response.
• Manage distressed or vulnerable callers with empathy while maintaining professional boundaries.
• Navigate multiple IT systems, record information accurately and follow established processes.
• Deliver care that meets quality standards, service expectations and patient‑safety requirements.
• Participate in training, coaching and competency assessments to continuously develop knowledge and confidence.

Required profile

• Excellent communication skills and the ability to remain calm under pressure.
• Strong sense of compassion combined with professional judgement.
• Ability to follow clinical guidelines and make safe decisions quickly.
• Resilience to handle emotionally demanding conversations.

Required skills

• NHS Pathways assessment system

What we offer

• Comprehensive training and ongoing coaching.
• Supportive team environment with experienced clinicians.
• Opportunities for professional development and career progression.
• Full‑time permanent role with a competitive salary.