Job summary
Westcall, the GP out of hours service for Berkshire West is looking for a motivated and driven individual to join our team in a Band 4 Supervisor position.
The successful applicant will be based at Wokingham Community Hospital. You will take the lead role of an out of hours referral team. Duties include operational leadership and supervision of the call handling/despatching team while on an operational shift, operational support to the Westcall Out of Hours GP Service, pro-active work force distribution and risk reporting, training of new and existing staff, carrying out regular performance audits, annual appraisal, performance and touchpoint meetings, inductions for new staff, senior team meetings. The post requires exceptional team leadership skills, previous experience of leading a call centre team in a healthcare environment, despatching experience and extensive knowledge of the Adastra system and RIO patient management system to the level of being able to train others in its use.
We are recruiting for 21.5 hours a week. Please be aware that this position is for during the out of hours period - evenings, nights and weekends only
The post holders will also be expected to work daytime and during the out of hours during Christmas days, Boxing days and other bank holidays, these are our busiest periods.
Main duties of the job
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Induct, train and assess trainee members of the operational staff on electronic and telephone systems. Ensure that members of staff are aware of and familiar with relevant clinical standards and operational procedures and protocols. Participate in auditing operational staff. Carrying out performance management of a designated team including touchpoint meeting and sharing learning.
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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.
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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.
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Efficient andaccurate 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
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
Job description
Job responsibilities
The must haves for you to be considered for this role:
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.
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:
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.
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
- A Level Qualification or equivalent
- OCR / RSA 2 or advanced keyboard qualification or equivalent skill level
- ECDL or equivalent IT Qualification
Desirable
- CMS/NVQ or equivalent managerial skills 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 3 years
- Experience of handling confidential/ personal information appropriately
- Experience of team leadership and operational co-ordination 2 years
- Experience of handling challenging conversations and ability to support staff
- Extensive experience using the Adastra V3 Clinical and RIO patient management systems
- Problem solving skills.
Desirable
- Support performance management and independently manage staff competencies.
Knowledge, Skills & Abilities
Essential
- Advanced knowledge of Adastra V3 clinical database
- Excellent verbal communication and interpersonal skills
- Ability to lead and co-ordinate a multi-disciplinary operational urgent care team
- Ability to induct, train, support and mentor staff
Desirable
- Extensive knowledge of Service's Standard Operating Procedures, operational protocols and processes
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
- A Level Qualification or equivalent
- OCR / RSA 2 or advanced keyboard qualification or equivalent skill level
- ECDL or equivalent IT Qualification
Desirable
- CMS/NVQ or equivalent managerial skills 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 3 years
- Experience of handling confidential/ personal information appropriately
- Experience of team leadership and operational co-ordination 2 years
- Experience of handling challenging conversations and ability to support staff
- Extensive experience using the Adastra V3 Clinical and RIO patient management systems
- Problem solving skills.
Desirable
- Support performance management and independently manage staff competencies.
Knowledge, Skills & Abilities
Essential
- Advanced knowledge of Adastra V3 clinical database
- Excellent verbal communication and interpersonal skills
- Ability to lead and co-ordinate a multi-disciplinary operational urgent care team
- Ability to induct, train, support and mentor staff
Desirable
- Extensive knowledge of Service's Standard Operating Procedures, operational protocols and processes
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.
