Out of Hours Descpatcher

4 months ago

Wokingham, United Kingdom Berkshire Healthcare NHS Foundation Trust Full time

If you are looking for a new and exciting challenge, look no further.

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 on a part-time basis.

You will be part of our dynamic operational team who are the first point of contact via telephone, for both patients and healthcare professionals across Berkshire, supporting referrers to make referrals to the Westcall service and other community services.

We are looking for individuals with a high attention to detail, who can work comfortably in a fast-paced environment, communicate confidently via the telephone and have experience in managing challenging conversations in a sensitive manner.

Flexibility and the availability to work additional hours on an ad-hoc basis during overnights and weekends is desirable. This is a hybrid role.

We are recruiting for the following shift times

Weekly

Friday 6pm - midnight

Friday midnight to 7am Saturday

Saturday 12noon - 6pm

Every other week

Tuesday midnight to 8am Wednesday

Saturday 8am to 6pm

Saturday midnight to Sunday 7am

1. 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.

2. 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

3. 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.

4. 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.

5. Assist other members of the operational team including nursing, reception and driving staff with complex and challenging situations including emergency calls, patient complaints and security issues.

6. Assisting operational shift leads with managing workflow, 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.

We value diversity and are proud to be a Stonewall Top 100 Employer. We work hard to create an inclusive environment where you’ll be supported by friendly and professional colleagues to flourish.

**Our values 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

Generous NHS pension scheme

Excellent learning and career development opportunities

‘Cycle to Work’ and car leasing scheme

Access to a range of wellbeing tools and services

Discounts at hundreds of popular retailers and restaurants

Staff networks for race, diversity, disabilities and armed forces community to support equality

Generous maternity, paternity, adoption and special leave.

Free parking across Trust sites

**The “must haves” for you to be considered for this role**:
1. Excellent written and verbal communication skills, experience of confidently communicating via the telephone and in managing challenging conversations in a sensitive manner.

2. The ability to work effectively individually and as part of a team

3. The ability to remain calm under pressure

4. A patient centered 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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