Job summary 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 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. Interviews will be on the 12th November. 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 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. About us 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 Date posted 25 October 2024 Pay scheme Agenda for change Band Band 3 Salary £25,329 to £26,958 a year per annum, pro rata (inc. of HCAS) Contract Permanent Working pattern Part-time Reference number 371-CHS769 Job locations Wokingham Hospital Barkham Road Wokingham RG41 2RE Job description Job responsibilities 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 centred 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. Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed. We welcome a conversation about flexibility and any other questions you may have. Please dont hesitate to call Averil Spackman on 07815 485228, who will be delighted to help. Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible. Job description Job responsibilities 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 centred 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. Were committed to equal opportunities and welcome applications from all sections of the community. Our commitment to inclusion is reflected in our accreditations: Race Equality Matters Silver Trailblazer, Neurodiversity in Business Corporate Member, Disability Confident Leader, Carer Confident Level 2, and the Armed Forces Covenant Gold Award. Reasonable adjustments will be provided to candidates as needed. We welcome a conversation about flexibility and any other questions you may have. Please dont hesitate to call Averil Spackman on 07815 485228, who will be delighted to help. Please note, if we receive a high number of applications, we may close this role earlier than the advertised closing date, so please submit your application as soon as possible. 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. Employer details Employer name Berkshire Healthcare Foundation Trust Address Wokingham Hospital Barkham Road Wokingham RG41 2RE Employer's website https://www.berkshirehealthcare.nhs.uk/ (Opens in a new tab)