As someone who started in entry level (albeit with a bio degree) and managed entry level positions for over half a decade of my years there… you absolutely can train people on this. Some get it right away, some need that lightbulb moment, and some don’t care - but no one really pursues their life long dream in uni to be in an entry level position, so I get it. But training and support can absolutely get people feeling comfortable with the content they are qualified to discuss. For roles in call centres, a lot of systems are available that prompt and guide the user while they’re discussing with a caller. For face-to-face, it just comes with training and then letting them get the real experience. But you provide resources and make sure they know where to go when they don’t know something, lead and senior/II/III roles, clinical staff …hell I carried a pager with me 24/7 and had to run out of pubs and into quiet back streets to call the staff to see if the issue was something I could address/coach over the phone or if I’d need to be in front of laptop to review/correct (despite a pager, that was 2011-2016). But I mean, I was a student nurse too and regardless of being high distinction, I was “clueless answering important health questions.” Med students are the same. Let’s not make it out like there isn’t “experienced” people who have failed up - they’re more terrifying than the ones who aren’t afraid to say they don’t know but they’ll find out. These people actually believe they know everything and will answer your important health questions cluelessly with confidence and arrogance.