NHS 111 Health Advisor (Ashford)

About the role

As an NHS 111 Health Advisor you will be the first point of contact for callers seeking medical advice, reassurance or urgent support. Working from a call‑centre environment, you will use calm, empathetic communication to assess needs and guide patients to the appropriate care pathway.

Key responsibilities

• Answer NHS 111 calls and gather relevant clinical information.
• Use NHS Pathways and approved protocols to assess urgent and non‑urgent conditions.
• Signpost callers to self‑care, primary care, community services or emergency response as appropriate.
• Manage challenging conversations with distressed, anxious or vulnerable callers while maintaining professional boundaries.
• Accurately record interactions across multiple IT systems and follow established processes.
• Adhere to quality standards, service expectations and patient‑safety requirements.
• Participate in ongoing training, coaching and competency assessments.

Required profile

• Ability to remain calm and make safe decisions in a fast‑paced environment.
• Strong listening skills and empathy for callers with diverse health concerns.
• Willingness to engage in continuous learning and development.

Required skills

• NHS Pathways system proficiency.

What we offer

• Comprehensive training and continuous coaching.
• Supportive team of experienced clinicians and colleagues.
• Opportunity to make a tangible difference to public health daily.