JOB DESCRIPTION
Job Title:
Health Information Operator (HIO)
Reporting To:
Health Information Team Manager
Department(s)/Location:
Health Information Services (HIS) Clyde / Aberdeen
1. JOB PURPOSE
To provide confidential health and care information to members of public and professionals
using a broad range of quality assured information resources.
To be the first point of contact for all Health Information enquiries across multiple services,
delivering through multiple channels including, but not limited to, telephone, email, SMS and
webchat.
2. ORGANISATIONAL POSITION
Head of Health Information
HiS General Manager
Health Information Team Manager
Health Information
Advisor (HIA)
Health Information
Operator (HIO)
THIS POST
3. SCOPE AND RANGE
The Health Information Operator (HIO) works within the wider Health Information Services (HiS)
team.
As part of the national HiS team the HIOs will deal with enquiries of a diverse nature, covering
many aspects and issues, from individuals and organisations.
The HIOs are required to use effective listening and questioning skills in order to ascertain
exactly how they can best help. These skills will need to be applied across various channels of
delivery including, but not limited to telephone, email, SMS and web-chat.
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HIOs must be able to retrieve and use information regarding health and care content and
services appropriate to the enquiry.
HIOs will at times identify potentially new sources of information, recognising the requirements
around quality assured information and raise these with their line manager for review.
The HIOs work within NHS 24’s organisational policies, processes, protocols and procedures
providing confidential information to both external and internal contacts, patients and partner
organisations.
4. MAIN DUTIES AND RESPONSIBILITES
To provide, to the public and professionals, accurate and confidential general non clinical health
and care information across a wide range of services, utilising multiple channels of delivery,
signposting to relevant additional resources as appropriate. At all times operating within
organisational and team processes and procedures.
Utilising the existing, guided, quality assured resources to provide responses to enquiries.
When dealing with callers record accurately required information on the relevant system, in line
with information governance and data protection processes.
Escalating more complex enquiries to HIAs or seeking advice from line manager to respond to
an enquiry.
To deliver ad-hoc special helplines: scripted specialist information to callers in response to a
short notice, acute public health incident. Collating required information from callers as agreed
with the initiating organisation.
To respond to appropriate online, SMS and web-chat enquiries using the relevant systems and
processes. Escalating more complex enquiries to HIA to action as appropriate.
To actively participate as part of the wider, multi-disciplinary HIS team – including supporting the
delivery of health improvement events and attending relevant external events to be an advocate
for the services we provide.
To maintain own personal development plan and e-KSF review, highlighting Health Information
specific learning.
To learn and adapt to new services as they are implemented into HiS.
4. SYSTEMS AND EQUIPMENT
Maintain accurate electronic records using the appropriate systems for all enquiries.
Use complex telephony systems to handle calls and must be able to operate these systems to
competent standards to ensure the caller journey is smooth.
Use web-based systems to action and respond appropriately to all online/SMS/web-chat
enquiries from the public and partner organisations.
Access and make effective use of the language systems required for people with language or
communication barriers.
Demonstrate experience of Microsoft packages including Word, Excel, Outlook and Powerpoint.
Demonstrate knowledge and appropriate use of internet search engines and quality assured
systems to research enquiries.
The post holder will receive some training on the above systems but will be expected to
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maintain and demonstrate competence.
5. DECISIONS AND JUDGEMENTS
Act within team and organisational processes and policies to decide when it is necessary to
escalate or refer an enquiry, in line with their training.
Analyse information given for the enquiry, using judgement, knowledge and questioning skills to
determine the most appropriate response for each enquiry, escalating/referring as appropriate to
HIA or other skillset.
Applying training to be able to identify an Immediate Life Threatening (ILT) condition and action
appropriately, in line with organisational processes.
Access appropriate quality assured referencing sources to obtain information for each enquiry.
Demonstrate discretion and a non-judgemental approach to all enquiries, ensuring enquirers
understanding of information provided.
Input to service improvement activities, identifying and proposing changes/improvements to
processes and services as appropriate.
HIO work will be supervised through regular reviews undertaken by line manager.
6. COMMUNICATIONS AND RELATIONSHIPS
Communicate routine health information to enquirers, appropriate to their needs and the
channel of delivery.
Deal professionally and sensitively with highly personal, delicate, confidential and sometimes
complex issues e.g. Bereavement, Child Protection Issues, Sexual Health and Mental Health
calls.
Communicate with all levels of staff across the organisation. Building and maintaining effective
and positive relationships, being an advocate of HiS within the organisation and outwith at
external events.
Demonstrate the highly developed verbal skills required to handle telephony enquiries
Demonstrate excellent written skills required to handle written/electronic enquiries
Communicate effectively with external and Partner Organisations e.g. Scottish Ambulance
Service (SAS), Language Line, Scottish Government and NHS Health Scotland
Be involved in internal health awareness events and participate in external activities supporting
the work of the HiS National Partnership & Consumer Engagement team.
7.
PHYSICAL DEMANDS OF THE JOB
Physical
Restricted, sitting with a headset on for prolonged periods. Prolonged periods of keyboard use
in conjunction with telephone system.
Working unsocial hours including evening, weekends, and public holidays on a flexible shift
basis
Multi tasking work through use of computer based systems and telephony, typing in enquirer
information and searching for relevant information during the call whilst maintaining fluent
communication with the enquirer.
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Working in an open plan environment where there are can be distracting background noise
frequently across the duration of a shift.
Emotional
Occasional exposure to abusive, aggressive and offensive callers.
Mental
The post-holder will be required to sit at a work station and wear a headset for extensive periods
of time, requiring prolonged concentration.
Frequently required to be focussed / concentrating with predictable work activities.
Working Conditions
Occasional travel may be required to attend events.
Requirement to use a VDU continuously during working days.
8.
MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Dealing with emotional and distressed callers; this could include life threatening, child protection
and mental health issues. Callers can occasionally be abusive, aggressive and offensive.
Managing sensitive information in a professional manner.
Ensuring the caller understands the role and parameters of the service.
Adapting to an ever changing, complex and rapidly developing environment.
Delivery of multiple services across multiple channels, adapting and changing to the demands of
the service on a shift by shift basis.
9. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
The Post Holder will be educated to NVQ level 2 or equivalent experience:
Essential
Experience of patient/customer services/contact centre environment
Must be computer literate and comfortable using web based applications, including web
searching
Demonstrate good knowledge and experience of Microsoft packages (word and excel at a
minimum) and internet search engines
Excellent written and verbal communication skills, with the ability to understand and effectiely
communicat health related terminology
Ability to think quickly and make decisions in line with procedures
Ability to work under pressure
Good team player
Excellent interpersonal skills
Flexible approach to working practices
Following successful completion and competency sign-off of an intensive induction training
programme the post holder will contiune with 'on the job' training and mentoring from the Health
Information Advisors.
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10.
JOB DESCRIPTION AGREEMENT
Job Holder’s Signature:
Date:
Head of Department Signature:
Date:
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