Job summary
Are you passionate about supporting patients and making a real difference to their care?

North Hampshire Urgent Care is looking for compassionate and motivated Clinical Support Workers to join our Remote Monitoring Service. This is an exciting opportunity to be part of an innovative team delivering proactive care to patients in their own homes through digital technology and regular patient contact. NHUC has been delivering a Level 3 virtual ward across North and Mid Hampshire for over 5 years and is expanding to start a Level 2 proactive service across Hampshire and Isle of Wight.

The service operates 7 days a week between 08:00 and 20:00, ensuring patients receive timely support when they need it most. We are recruiting full-time, part-time and zero-hours staff who can work flexibly across the full operating hours, from our Head Office in Farnborough. This will include a mixture of weekday, weekend and bank holiday shifts, offering a range of working opportunities.

If you are an enthusiastic team player with excellent communication skills and a commitment to delivering high-quality patient care, we would love to hear from you. Join us in shaping this innovative service and helping patients remain safe, independent and supported in their own homes.

Fixed term
This is initially a fixed term position until 31/08/2028.

Interview
25th November, in person at our Head Office location in Farnborough

Please note, we may close this advert early if we receive a high number of applicants.

Main duties of the job
Please note, this is NOT a remote position.

Working under the supervision of experienced clinicians, you will be a key member of the Remote Monitoring Team, supporting patients through regular telephone and digital contact, reviewing monitoring information and helping ensure patients remain engaged with their care.

You will:

• Support patients enrolled on the Remote Monitoring Service through regular telephone contact.
• Review information submitted through our remote monitoring platform and respond to amber alerts in line with agreed protocols.
• Escalate concerns promptly to clinicians when patients may require further assessment.
• Assist with onboarding patients onto digital monitoring systems and support them to use equipment confidently.
• Provide basic health education and self-management advice within agreed protocols.
• Handle inbound calls and messages professionally and sensitively.
• Maintain accurate electronic records and contribute to the smooth running of the service.

Please see the JD for a full list of duties and responsibilities.

About us
NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus.

SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham and Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey and Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home.

TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.

NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.

NHUC is not currently a licensed sponsorship employer. As such, we are only able to progress candidates who can demonstrate an existing right to work in the UK at the time of application.

Main duties and responsibilities

• Monitor patient data from a digital remote monitoring system, including questionnaire responses and observations submitted onto the platform.
• Maintain regular telephone and digital contact with patients to support engagement and wellbeing, and investigate amber alerts received.
• Support with patient onboarding onto the digital platform.
• Identify deviations from normal parameters and escalate concerns promptly using agreed pathways and protocols.
• Support patients to use monitoring equipment and digital platforms effectively.
• Provide basic health education and self-management support within agreed protocols.
• Recognise safeguarding concerns and escalate in line with organisational policy.
• Promote patient dignity, privacy and person-centred care at all times.
• Work collaboratively with the Clinical Head of Service Primary Care, Remote Monitoring Service Manager, and other service Clinicians and Clinical Support Workers.
• Maintain accurate and contemporaneous records, utilising electronic systems and consider the Caldicott Principles in relation to all data handling.
• Professionally respond to messages and telephone calls received by the service, closing queries where appropriate and escalating those that cannot be personally resolved or trigger escalation within agreed protocols.

Essential

• Good communication skills (telephone, digital and face-to-face)
• Ability to follow protocols, guidelines and care plans, escalating cases that fall outside of these protocols
• Ability to prioritise workload and manage multiple patients
• Proficient in using standard office software (e.g., Microsoft Office, email, databases)
• Ability to recognise changes in patient condition and escalate appropriately
• Experience working in any health or care setting
• NVQ Level 3 (or equivalent) in Health and Social Care or relevant clinical area
• Care Certificate (or willingness to complete)
• Willingness to work flexibly (including weekends) to meet the needs of the service

Desirable

• Awareness of, or experience in using remote monitoring platforms
• Additional qualifications in healthcare support
• Training in remote monitoring or digital health tools
• Experience working within urgent care, primary care, same day care or integrated urgent care services
• Experience working within a Remote Monitoring Service, virtual wards or telehealth services

Apply through our website

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.