Out of Hours Despatcher

22 HOURS PER WEEK - PART TIME Westcall, the GP OOH 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 shifts on weekday evenings, overnights from midnight and during the day on Saturdays. Weekly

• Monday 6pm-10pm
• Friday 6pm-midnight
• Saturday 12noon - 6pm
Every other week
• Tuesday from midnight until 8am on Wednesday
• Saturday8am-12noon, 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. As an employer, we're committed to offering an inclusive and compassionate environment where our people share in a sense of belonging and are supported to flourish.
Our values at Berkshire Healthcare are:
• Caring for and about you is our top priority
• Committed to providing good quality, safe services
• Working Together with you to develop innovative solutions
  
  Your wellbeing is important to us. Some of the 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