Out of hours Despatcher

at  Berkshire Healthcare NHS Foundation Trust

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
Please submit a pplications for a combination of two or more shifts , clearly outlin ing within your application which of the above detailed shift s you are applying for . Successful candidates will be expected to offer availability on bank holiday s including those over festive periods including Christmas and Easter
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.

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
For further information about the role, please see attached job description and person specification. We strongly encourage you to review how you meet the criteria in the person specification and write about this point-by-point in your supporting statement for the best chance of being shortlisted. For further application tips – see the help with your application document attached once you click apply.
If you’re someone who shares our passion for excellence and care, you belong at Berkshire Healthcare!
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required