We are based at Wokingham Hospital, and process referrals for community services.
These referrals come by either phone or email and are processed onto a clinical platform creating a referral for the relevant service.
Referrals received by phone are taken by administrators and these calls can also be for Adult Social Care, Children's Mental Health and general enquiries.
Email referrals are managed by a Triage Team who pre-screen and pass the referrals to a processing queue managed by administrators.
The service operates between 08.00-18.00 Monday to Friday.
There may be some opportunities to work from home after initial training, but staff are still required to work from the office as needed and at least once per week. Candidates must have a compatible home internet provider, Hyperoptic is not compatible with our soft phone system. Basic IT equipment will be provided.
This post will require staff to be able to access the office at Wokingham Hospital.
Main duties of the job
* To receive incoming Health, Social and Children's Mental Health referrals for community services collecting supporting information from the referrer, client, and other agencies to complete the relevant contact assessment.
* You will need to be able to collect accurate and efficient recording of referrals on RIO and Adastra (clinical platforms).
* Ensure incoming referrals are processed in a timely manner and are signposted onto the appropriate service.
* Answer the telephone and provide caller with information requested / record referral details for processing.
* Effective team working.
* Attend all statutory and mandatory training required for this role.
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.
* 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.
Job responsibilities
The must haves for you to be considered for this role:
* Excellent written and verbal communication skills.
* Ability to empathise, be supportive and sensitive to the needs of others as well as being able to cope with distressing circumstances.
* Enthusiastic and flexible approach.
* Be able to work from home and in the office as required (may be required at short notice to attend the office).
Person Specification
Education/Qualifications/Training
* An NVQ level 3 qualification or equivalent.
* Excellent computer skills (ECDL or a willingness to undertake) relevant to role.
* A working knowledge of Microsoft products including Excel, Word and Outlook at Intermediate or advanced level.
* GCSE English and Maths grade C and above.
Continuous Professional Development
* Willingness to complete all Statutory and Mandatory training including all updates.
* Willingness to undertake further personal and professional development.
Previous Experience
* Experience of work within a health or social care setting.
* Ability to share and teach knowledge and skills.
* Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community.
* Good knowledge of the needs of vulnerable adults and their carers.
Knowledge, Skills & Abilities
* 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.
* Maintain confidentiality at all times.
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.
£25,329 to £26,958 a year per annum (incl of HCAS)
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