Out of Hours Despatcher

3 months ago

Wokingham, United Kingdom Berkshire Healthcare NHS Foundation Trust Full time

Are you looking for a new and exciting challenge?

Westcall, the GP out of hours service for Berkshire West is looking for motivated and driven individuals to join our Out of Hours Operations team.

You will be part of the operational support team to the Westcall Out of Hours GP Service and will be first point of contact via telephone for patients and healthcare professionals across Berkshire who wish to make referrals to the Westcall service or other community services.

We are looking for individuals with a high attention to detail, able to work at a fast pace and who are confident communicating via the telephone and experienced in managing challenging conversations in a sensitive
manner.

Wednesday 6pm-10pm (every other week)
Midnight Friday to 7am Saturday (every week)
Saturday 8am to 12noon (every other week)
Saturday 12noon - 6pm (every other week)
Saturday 12noon - 6pm (every week)

There is also the opportunity for overtime on other shifts and days of the week. Please be aware that all positions are during the out of hours period - evenings and weekends only.

The post holders will also be expected to work Christmas days, Boxing days and other bank holidays which are our busiest periods. Interview date 9 August
- Answer incoming calls in a courteous, helpful and professional manner

representing the initial contact with the service. Ensure that patients’
contact details are entered accurately onto the system databases.
- Receiving incoming referrals to the Berkshire Integrated Hub and

collect supporting information from the referrer, patient and other
agencies. To monitor the Berkshire Integrated hub mailbox for
incoming referrals
- To ensure incoming referrals are processed in a timely manner to meet service requirements and are referred onto the appropriate service, ensuring all supporting documentation is completed and referred on.
- Efficient and accurate recording of data on the Adastra and RIO

electronic patient management systems including details of clinical
symptoms, relevant past medical history and medication where
appropriate
- Assist other members of the operational team including nursing,

reception and driving staff with complex and difficult situations
including emergency calls, patient complaints and security issues
- Assisting operational shift leads with managing work flow and

despatching and allocation of work to clinical colleagues

Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated ‘outstanding’ by the CQC, we’re committed to providing the best possible care to people across
Berkshire.

The trust employs almost 5,000 people over more than 100 sites and community settings across Windsor & Maidenhead, Slough, Bracknell Forest, Wokingham, Reading and West Berkshire.

As an inclusive employer, we value diversity and are proud to be a Stonewall 100 Top Employer. Whatever your background or individual needs, at Berkshire Healthcare you’ll be supported by friendly and
professional managers to succeed.

**These are the values that we live by at Berkshire Healthcare**:

- Caring for and about you is our top priority
- Committed to providing good quality, safe services
- Working Together with you to develop innovative solutions

We welcome people who share these values to come and work for us

**Benefits of working for us include**:

- Flexible working options to support work-life balance.
- 27 days’ annual leave rising with service + opportunity to buy and sell leave

Generous NHS pension scheme - 20.68% employer contribution
- Excellent learning and career development opportunities
- Advanced IT enablement
- ‘Cycle to Work’ and car leasing scheme
- Access to a range of wellbeing tools and services
- Discounts at hundreds of popular retailers and restaurants via the Blue Light Card
- Staff networks for race, diversity, disabilities and more to support equality
- Generous maternity, paternity and adoption leave and access to our three staff nurseries

**The “must haves” for you to be considered for this role**:  
- Excellent written and verbal communication skills
- The ability to work effectively individually and as part of a team
- The ability to remain calm under pressure
- A patient centred attitude

If you’re someone who shares our passion for excellence and care, join us and let’s be outstanding together.

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