Out of Hours Despatcher

2 weeks ago

Wokingham, United Kingdom Berkshire Healthcare NHS Foundation Trust Full time

Are you 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. This team 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 and taking referrals by phone.

We are looking for individuals with a high attention to detail, who can work comfortably in a fast-paced environment. You will be required to confidently communicate via the telephone and will 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

Weekly

Friday 6pm - midnight

Saturday 12noon - 6pm

Every other week

Saturday 8am to 12noon

One week out of every four

Saturday 7am-noon
- 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

**The “must haves” for you to be considered for this role**:

- Excellent written and verbal communication skills, experience of confidently communicating 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

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.

**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

**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

Please see attached job description for more information about this role and working at Berkshire Healthcare NHS Foundation Trust.

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