• Job Description

  Req#: C9371-24-0313?language=en&page=39&sort=publicationDateDesc

  Job summary

  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

  Please submit applications for a combination of two or more shifts, clearly outlining within your application which of the above detailed shifts you are applying for.

  Successful candidates will be expected to offer availability on bank holidays including those over festive periods including Christmas and Easter.

  Main duties of the job

  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.

  About us

  Berkshire Healthcare NHS Foundation Trust isa 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

  Date posted

  16 February 2024

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,008 to £25,553 a year per annum (Incl. of HCAS)

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  371-CHS372

  Job locations

  Wokingham Hospital

  41 Barkham Road

  Wokingham

  RG41 2RE

  
  

  Job description

  Job responsibilities

  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 youre someone who shares our passion for excellence and care, join us and lets be outstanding together.

  We welcome a conversation about flexibility and any other questions you may have. Please dont hesitate to call: Sally Dottson on 01189781119 or email: sally.dottson@berkshire.nhs.uk wholl be delighted to help.

  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.

  Job description

  Job responsibilities

  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 youre someone who shares our passion for excellence and care, join us and lets be outstanding together.

  We welcome a conversation about flexibility and any other questions you may have. Please dont hesitate to call: Sally Dottson on 01189781119 or email: sally.dottson@berkshire.nhs.uk wholl be delighted to help.

  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.

  Person Specification

  Education/Qualifications/Training

  Essential

  • GCSE English and Maths
  • A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level

  Desirable

  • ECDL or equivalent IT Qualification

  Continuous Professional Development

  Essential

  • Willingness to complete all Statutory and Mandatory training including all updates
  • Willingness to undertake further personal and professional development

  Previous Experience

  Essential

  • Experience of work within a health or social care setting
  • Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
  • Call handling experience using the Adastra V3 Clinical Database

  Knowledge, Skills & Abilities

  Essential

  • An ability to be able to deal with sensitive or difficult issues over the phone
  • Highly developed organisational skills with a good attention to detail and the ability to be able to prioritise
  • An ability to work under pressure and use own initiative
  • An ability to work independently but also refer appropriately for advice and assistance
  • To have accurate data input skills
  • Have a caring approach with a positive attitude
  • Flexible approach in order to meet the needs of the service
  • Ability to lead and co-ordinate a multi-disciplinary operational urgent care team

  Desirable

  • Advanced working knowledge of the Adastra V3 and RIO patient systems

  Additional Requirements

  Essential

  • Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
  • Travel between sites as required

  Person Specification

  Education/Qualifications/Training

  Essential

  • GCSE English and Maths
  • A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level

  Desirable

  • ECDL or equivalent IT Qualification

  Continuous Professional Development

  Essential

  • Willingness to complete all Statutory and Mandatory training including all updates
  • Willingness to undertake further personal and professional development

  Previous Experience

  Essential

  • Experience of work within a health or social care setting
  • Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
  • Call handling experience using the Adastra V3 Clinical Database

  Knowledge, Skills & Abilities

  Essential

  • An ability to be able to deal with sensitive or difficult issues over the phone
  • Highly developed organisational skills with a good attention to detail and the ability to be able to prioritise
  • An ability to work under pressure and use own initiative
  • An ability to work independently but also refer appropriately for advice and assistance
  • To have accurate data input skills
  • Have a caring approach with a positive attitude
  • Flexible approach in order to meet the needs of the service
  • Ability to lead and co-ordinate a multi-disciplinary operational urgent care team

  Desirable

  • Advanced working knowledge of the Adastra V3 and RIO patient systems

  Additional Requirements

  Essential

  • Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
  • Travel between sites as required

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Additional information

  Certificate of Sponsorship

  Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

  From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

  Employer details

  Employer name

  Berkshire Healthcare Foundation Trust

  Address

  Wokingham Hospital

  41 Barkham Road

  Wokingham

  RG41 2RE

  
  

  Employer's website

  https://www.berkshirehealthcare.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Berkshire Healthcare Foundation Trust

  Address

  Wokingham Hospital

  41 Barkham Road

  Wokingham

  RG41 2RE

  
  

  Employer's website

  https://www.berkshirehealthcare.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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