NHS Health Advisor

Be the calm voice people turn to when they need help most. Every day, thousands of people contact NHS 111 looking for advice, reassurance and urgent support. As an IC24 Health Advisor, you'll often be their first point of contact. Through calm conversations, careful listening and guided assessment pathways, you'll assess patients’ needs and help them access the right care, from the right service, at the right time.

No two calls are the same. You could be reassuring a parent worried about their child's earache, supporting someone with a minor illness, in a mental health crisis or helping a caller whose symptoms require an emergency ambulance response. Whatever the situation, you'll balance compassion with professionalism while making safe decisions in a fast‑paced environment.

This isn't just a customer service role. It's a role with real responsibility, purpose and the opportunity to make a genuine difference to people's lives every single day. The work can be relentless and emotionally demanding, but you'll never be expected to do it alone. With comprehensive training, ongoing coaching and the support of experienced colleagues and clinicians, we'll help you build the skills and confidence to succeed.

100% office attendance required.

• Being the first point of contact for patients. Answer NHS 111 calls, listen carefully to patients' concerns and gather the information needed to understand their needs.
• Assessing patient needs safely. Use NHS Pathways and approved processes to assess both urgent and non‑urgent conditions, ensuring patients receive safe and appropriate outcomes.
• Directing people to the right care. Signpost callers to the most appropriate service, whether that’s self‑care advice, primary care, urgent treatment, community services or an emergency response.
• Managing challenging conversations. Support callers who may be distressed, anxious or vulnerable, demonstrating empathy while maintaining professionalism and appropriate boundaries.
• Multitasking with accuracy. Navigate multiple IT systems, record information accurately and follow established processes while speaking with callers.
• Delivering high‑quality care. Work to quality standards, service expectations and compliance requirements while keeping patient safety at the heart of every decision.
• Learning and developing. Take part in training, coaching, competency assessments and ongoing development to continually build your knowledge and confidence.
• Supporting safe patient care. Recognise safeguarding concerns, escalation where appropriate and demonstrate IC24's values of Care, Excellence, Respect and Innovation in every interaction.

You don't need previous healthcare experience to succeed as a Health Advisor. What matters most is your ability to communicate, stay calm under pressure and genuinely care about helping people. We'll teach you the clinical systems and processes – you bring the right attitude, and we'll help you develop the rest.

• Care about making a positive difference to people's lives.
• Communicate confidently, listen actively and build rapport with people from all walks of life, with excellent spoken and written English.
• Stay calm, show empathy and make sound decisions in fast‑paced or emotionally challenging situations.
• Are confident using technology, navigating multiple computer systems and multitasking accurately.
• Learn quickly, welcome feedback and are committed to continuous development.
• Are reliable, take responsibility for your attendance and performance, and can work a 24/7 rota, including weekends.

Values inclusion, dignity, confidentiality and respect for everyone.

Integrated Care 24 (IC24) is a leading not‑for‑profit…