Job summary This is a permanent position working a minimum of 12 hours per week. Reporting to the Call Centre Manager, as a Despatcher, youll join the team working on a rota at our Shrewsbury office, whose focus is to coordinate and manage the despatch of home visits and appointment books. You will help achieve this support for Clinicians by: Handling inbound calls from members of the public & health care professionals. Managing the appointment books for patient face to face appointments at our hospital sites. Managing the despatch of home visits requests to the appropriate clinician/car. Updating patients, colleagues & clinicians where appropriate. Adhering to strict timescales and targets. Real time monitoring of visit and appointment books Follow appropriate escalation measures when needed. Provide administrative support to colleagues and clinician as necessary. All data to be input on our nationally recognised systems. Support health care professionals internally and externally. You must be able to prioritise and work on your own initiative, have strong communication and interpersonal skills along with the ability to handle confidential information with complete discretion and integrity. Previous experience in a similar role would be an advantage but is not essential as full training will be provided. Main duties of the job Our Requirements Proven call handling or phone-based customer service experience An excellent telephone manner, with strong communication and interpersonal skills Discretion and integrity with the ability to handle confidential information. Good standard of computer literacy Ability to prioritise and work on your own initiative, and as part of a team. Flexible, reliable, self-motivated, and resourceful Good geographical knowledge would be an advantage This role has no fixed rota pattern as you will be expected to provide absence cover and shift support. We aim to give you a minimum of two weeks notice to confirm the start times of your shifts although flexibility is required working between the hours of 0700 and 0100. Overtime is often available e.g. occasional weekday evening shifts from 1830 hours. The role will include bank holidays. How to Apply If you are looking for a rewarding job opportunity, we want to hear from you A full application pack is available to download by clicking links under Supporting Document section towards the bottom of the page. To view job description and person specification for this role, please click the link below available on this website. Applications forms and covering letter should be submitted to recruitmentshropdoc.nhs.uk. About us The Package We care about our team of over 200 colleagues. We strive to provide quality patient care, a working community with integrity and kindness, and are committed to continually developing our staff. Our vision and values of Community, Quality, Kindness, Integrity, and Development are at the heart of all that we do, enabling us to achieve the best outcomes for patients and for our colleagues. You will be provided with full training, and will benefit from: Employed on a permanent contract with a minimum of 12 hours per week, with additional hours often available. NHS pension scheme Paycare healthcare benefits for all staff and dependants Access to national discounts including the Blue Light Card and Health Service Discounts Career development opportunities 25 days annual leave plus bank holidays pro rata, rising to 27 days pro rata after 5 years service, and 29 days pro rata after 10 years. Company sick pay Pay rate of £12.09 per hour with a 30% uplift when working between 8pm and 6am on weekdays and Saturday shifts as well as a 60% uplift on Sundays and Bank Holidays Cycle to work scheme Date posted 10 January 2025 Pay scheme Other Salary £12.09 to £19.34 an hour 30%/60% uplifts where applicable, depending on hours worked Contract Permanent Working pattern Part-time Reference number E0081-25-0002 Job locations Unit A 3 Longbow Close Shrewsbury Shropshire SY1 3GZ Job description Job responsibilities JOB SUMMARY You will be dealing directly with health care professionals and patients over the phone and via email. You will receive incoming calls promptly and efficiently from Patients, Health Care Professionals and services, processing into software systems, fast tracking to appropriate health care professionals or services. You will be responsible for dealing with confidential patient information and ensuring all information entered into our systems is accurate. You will be required to deliver crisis management in escalation and disaster recovery situations. You will be responsible for the smooth and efficient Patient Pathway whilst delivering a high quality service. You will prioritise, plan and focus on response times through cohesive team working to support. You are required to carry out general administration duties. To promote and demonstrate company ethos and professional ways of working whilst adhering to Shropdoc values, Kindness, Quality, Development, Integrity, Community 3. KEY TASKS AND RESPONSIBILITIES Start of shift Preparation: Log in and keep up to date with emails on every shift. Ensure Clinicians, Drivers and Receptionists have reported and are ready for duty throughout the shift and log any lateness with the Team Leader. Organise replacements/workload via Team Leader where necessary to cover sickness and operational requirements. Check duty sheets and liaise with the Team Leader regarding any hand-over/shift management issues. Ensure all appointment diaries correctly reflect capacity, block where necessary. Workflow: o To manage any patients sent to Shropdoc in error i.e. out of area, are passed back to the appropriate 111 service. o To ensure incoming patient calls from 111 are checked for demographic information, NHS Number added if missing and amalgamated with previous records and Special Notes, then forwarded to the appropriate disposition/health care professional for assessment. o To ensure all patients who have been assessed by 111 or a Triage Clinician as requiring a home visit or base appointment that are Cross Border Calls are contacted promptly where appropriate to arrange appointment times using in-house procedures. o To ensure that all patients who have been assessed by 111 or a Triage Clinician requiring a Home Visit or Base Appointment are passed to the relevant Primary Care Centre (PCC) and are actioned without unnecessary delay and in line with KPIs. o Pass District Nurse cases to SPR or relevant team in a timely manner. o To monitor and continually assess PCC workload ensuring that cases are dealt with within appropriate timescales, taking appropriate action where necessary, where workload is high follow base escalation process. o To Liaise with Clinicians and Drivers working out of PCCs and on Home visits keeping continual contact with regard location, workload and approximate timescales. Tracking via webfleet. o To ensure that clinical software is updated accurately and maintained during each shift, keep all shift members (including health professionals) aware of the current operational status -showing correct available PCC bases, and time managing Home visits in prioritized timeframes. o To ensure that Home Visit Logs are updated appropriately, accurately and without delay. o Ensure any UCP reviews are dealt with as a priority. o To support clinicians in liaising with the various medical, social and transport services to ensure the delivery of agreed care. o To support new Doctors, Drivers and UCPs with VPN, EPS, Ruggeds and Tom Toms where possible. o To give a comprehensive handover at the end of each shift, complete a Despatch handover form (SWI-A-1099F) detailing any driver and clinicians breaks, issues or actions to be taken. Any calls that are not managed through to completion on shift, discussed and logged on despatch handover at shift change with next Despatcher or Team Leader. o To keep the Team Leader informed at all times of any known issues e.g. visits that may go out of time. o To attend and participate in Despatch Team Meetings Disaster recovery: To be fully aware and able to implement all or any contingency plans e.g. Contingency Power App, Email, Manual and Evacuation processes as required. To maintain knowledge and a working understanding of telephony, electronic systems and software utilized within the call centre. Attend any disaster recovery meetings or training as required. Training: Ensure you remain up-to-date and familiar with all non-clinical Call handling and Despatch processes and protocols on the Shropdoc Hub, reading regular updates. To attend and participate in Training and Mandatory Training sessions as required. To actively participate in the coaching and mentoring of current team and any new members of staff. Keep up to date with mandatory Bluestream training. General: Compliant use of the Smartcard is required, using the Summary care records to update demographics and search for NHS numbers on every shift. Provide support to Team leader and other workstreams when required. To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensuring that in the event of incident/accident these are reported to the appropriate bodies/personnel and shift logged. To ensure that general housekeeping duties are carried out on each shift. To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service. In line with other posts may be subject to change according to service needs, in consultation with the post holder. At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role. Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service. We want to encourage individuals from all backgrounds, experiences and beliefs, who share our mission of keep the patient at the heart of all that we do to work with us. Job description Job responsibilities JOB SUMMARY You will be dealing directly with health care professionals and patients over the phone and via email. You will receive incoming calls promptly and efficiently from Patients, Health Care Professionals and services, processing into software systems, fast tracking to appropriate health care professionals or services. You will be responsible for dealing with confidential patient information and ensuring all information entered into our systems is accurate. You will be required to deliver crisis management in escalation and disaster recovery situations. You will be responsible for the smooth and efficient Patient Pathway whilst delivering a high quality service. You will prioritise, plan and focus on response times through cohesive team working to support. You are required to carry out general administration duties. To promote and demonstrate company ethos and professional ways of working whilst adhering to Shropdoc values, Kindness, Quality, Development, Integrity, Community 3. KEY TASKS AND RESPONSIBILITIES Start of shift Preparation: Log in and keep up to date with emails on every shift. Ensure Clinicians, Drivers and Receptionists have reported and are ready for duty throughout the shift and log any lateness with the Team Leader. Organise replacements/workload via Team Leader where necessary to cover sickness and operational requirements. Check duty sheets and liaise with the Team Leader regarding any hand-over/shift management issues. Ensure all appointment diaries correctly reflect capacity, block where necessary. Workflow: o To manage any patients sent to Shropdoc in error i.e. out of area, are passed back to the appropriate 111 service. o To ensure incoming patient calls from 111 are checked for demographic information, NHS Number added if missing and amalgamated with previous records and Special Notes, then forwarded to the appropriate disposition/health care professional for assessment. o To ensure all patients who have been assessed by 111 or a Triage Clinician as requiring a home visit or base appointment that are Cross Border Calls are contacted promptly where appropriate to arrange appointment times using in-house procedures. o To ensure that all patients who have been assessed by 111 or a Triage Clinician requiring a Home Visit or Base Appointment are passed to the relevant Primary Care Centre (PCC) and are actioned without unnecessary delay and in line with KPIs. o Pass District Nurse cases to SPR or relevant team in a timely manner. o To monitor and continually assess PCC workload ensuring that cases are dealt with within appropriate timescales, taking appropriate action where necessary, where workload is high follow base escalation process. o To Liaise with Clinicians and Drivers working out of PCCs and on Home visits keeping continual contact with regard location, workload and approximate timescales. Tracking via webfleet. o To ensure that clinical software is updated accurately and maintained during each shift, keep all shift members (including health professionals) aware of the current operational status -showing correct available PCC bases, and time managing Home visits in prioritized timeframes. o To ensure that Home Visit Logs are updated appropriately, accurately and without delay. o Ensure any UCP reviews are dealt with as a priority. o To support clinicians in liaising with the various medical, social and transport services to ensure the delivery of agreed care. o To support new Doctors, Drivers and UCPs with VPN, EPS, Ruggeds and Tom Toms where possible. o To give a comprehensive handover at the end of each shift, complete a Despatch handover form (SWI-A-1099F) detailing any driver and clinicians breaks, issues or actions to be taken. Any calls that are not managed through to completion on shift, discussed and logged on despatch handover at shift change with next Despatcher or Team Leader. o To keep the Team Leader informed at all times of any known issues e.g. visits that may go out of time. o To attend and participate in Despatch Team Meetings Disaster recovery: To be fully aware and able to implement all or any contingency plans e.g. Contingency Power App, Email, Manual and Evacuation processes as required. To maintain knowledge and a working understanding of telephony, electronic systems and software utilized within the call centre. Attend any disaster recovery meetings or training as required. Training: Ensure you remain up-to-date and familiar with all non-clinical Call handling and Despatch processes and protocols on the Shropdoc Hub, reading regular updates. To attend and participate in Training and Mandatory Training sessions as required. To actively participate in the coaching and mentoring of current team and any new members of staff. Keep up to date with mandatory Bluestream training. General: Compliant use of the Smartcard is required, using the Summary care records to update demographics and search for NHS numbers on every shift. Provide support to Team leader and other workstreams when required. To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensuring that in the event of incident/accident these are reported to the appropriate bodies/personnel and shift logged. To ensure that general housekeeping duties are carried out on each shift. To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service. In line with other posts may be subject to change according to service needs, in consultation with the post holder. At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role. Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service. We want to encourage individuals from all backgrounds, experiences and beliefs, who share our mission of keep the patient at the heart of all that we do to work with us. Person Specification Qualifications Essential Please refer to attached Job Description and Person Specification for more details. Desirable Please refer to attached Job Description and Person Specification for more details. Person Specification Qualifications Essential Please refer to attached Job Description and Person Specification for more details. Desirable Please refer to attached Job Description and Person Specification for more details. 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 Shropshire Doctors Co-operative Limited ‘Shropdoc’ Address Unit A 3 Longbow Close Shrewsbury Shropshire SY1 3GZ Employer's website https://shropdoc.org.uk (Opens in a new tab)