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- Tasks: Join our team as an Out of Hours Despatcher, handling calls and referrals for healthcare services.
- Company: Berkshire Healthcare NHS Foundation Trust provides outstanding mental health and community health services.
- Benefits: Enjoy flexible working, generous leave, NHS pension, and discounts at popular retailers.
- Why this job: Make a real impact in healthcare while developing your skills in a supportive environment.
- Qualifications: Excellent communication skills and the ability to stay calm under pressure are essential.
- Other info: This is a hybrid role with part-time shifts during evenings, nights, and weekends.
Overview
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 working during evenings, nights, weekends and Bank Holidays. 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, 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 shifts: Monday 00:00-08:00, Tuesday 00:00-08:00, Friday 18:00-24:00, Saturday 00:00-07:00, Saturday 12:00-18:00, Saturday 18:00-24:00, Alternate weeks Wednesday 00:00-08:00, Friday 18:00-23:00, Saturday 08:00-12:00, Sunday 00:00-07:00. Please submit applications for a combination of two or more of the above 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, New Year and Easter.
Responsibilities
- 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. 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.
About Berkshire Healthcare NHS Foundation Trust
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
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
- Disability Confident
Disability Confident
About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to.
Your wellbeing and benefits
- 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
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Out of hours Despatcher | Berkshire Healthcare NHS Foundation Trust employer: Berkshire Healthcare NHS Foundation Trust
Contact Detail:
Berkshire Healthcare NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of hours Despatcher | Berkshire Healthcare NHS Foundation Trust
✨Tip Number 1
Familiarise yourself with the Berkshire Integrated Hub and the services it offers. Understanding how the referral process works will help you answer calls more effectively and demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your telephone communication skills, especially in handling challenging conversations. Role-playing scenarios with a friend can help you feel more confident and prepared for the types of calls you might receive.
✨Tip Number 3
Be ready to discuss your availability clearly. Since the role requires flexibility with shifts, having a clear idea of when you can work, especially during weekends and bank holidays, will show your commitment and reliability.
✨Tip Number 4
Research the values of Berkshire Healthcare NHS Foundation Trust and think about how your personal values align with theirs. Being able to articulate this connection during your conversation can set you apart from other candidates.
We think you need these skills to ace Out of hours Despatcher | Berkshire Healthcare NHS Foundation Trust
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements. Highlight your relevant experience in your application, especially any roles that involved customer service or handling sensitive information.
Tailor Your Application: Clearly outline which shifts you are applying for in your application. Make sure to mention your flexibility and willingness to work additional hours, especially during bank holidays and festive periods.
Showcase Communication Skills: Since excellent written and verbal communication skills are essential, provide examples of how you've effectively communicated in previous roles. Mention any experience with managing challenging conversations, particularly over the phone.
Highlight Teamwork and Independence: Demonstrate your ability to work both independently and as part of a team. Include specific examples from past experiences where you successfully collaborated with others or managed tasks on your own under pressure.
How to prepare for a job interview at Berkshire Healthcare NHS Foundation Trust
✨Showcase Your Communication Skills
As the role involves answering calls and managing sensitive conversations, it's crucial to demonstrate your excellent verbal communication skills. Prepare examples of how you've effectively communicated in challenging situations, especially over the phone.
✨Highlight Your Attention to Detail
Given the importance of accurately entering patient details and processing referrals, be ready to discuss your experience with data entry and attention to detail. You might want to share specific instances where your meticulousness made a difference.
✨Demonstrate Flexibility and Availability
Since the position requires working during evenings, nights, weekends, and bank holidays, emphasise your flexibility and willingness to adapt your schedule. Mention any previous roles where you had to work irregular hours.
✨Prepare for Teamwork Scenarios
The job requires collaboration with various team members, so be prepared to discuss your ability to work as part of a team. Think of examples where you've successfully worked with others to resolve issues or improve processes.
