Out of Hours Despatcher

5 months ago

Wokingham, United Kingdom Berkshire Healthcare NHS Foundation Trust Full time

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. Hybrid working once training in office completed

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 service s.

We are looking for individuals with a high attention to detail, who can work comfortably in a fast-paced environment, communicate confident ly 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. e are recruiting for the following on weekday evenings, weekday overnights from midnight and during the day and evening on Saturdays.

Weekly

Monday, Wednesday and Friday evenings from 6pm

Saturday 12noon - 6pm

Every other week

Tuesday midnight to 8am Wednesday

Saturday 8am-12noon

Saturday evening from 6pm

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 challenging situations including emergency calls, patient complaints and security issues.

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 including electric vehicles

Access to a range of wellbeing tools and services

Discounts at hundreds of popular retailers and restaurants

Staff networks for race, diversity, disabilities, the environment 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**:
Excellent written and verbal communication skills, experience of confidently communicat ing via the telephone and in managing challenging conversations in a sensitive manner.

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

The ability to remain calm under pressure

A patient centered attitude

If you’re someone who shares our passion for excellence and care, you belong at Berkshire Healthcare

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