Westcall, the GP out of hours service for Berkshire West is looking for motivated and driven individual s to join our team in a Band 4 Supervisor position s .
The successful applicant s 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 into multiple posts total ling 36 hours a week due to the working patterns required of evenings, nights and weekends.
Please be aware that all positions are during the out of hours period – evenings, nights and weekends only
The post holders will also be expected to work Christmas days, Boxing days and other bank holidays which are our busiest periods.
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.
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 m onitor the Berkshire Integrated hub mailbox for incoming referrals. To ensure incoming referrals are processed i n a timely manner to meet service requirements and are referred onto the a ppropriate 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
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
The "must haves" for you to be considered for this role:
K nowledge of the A dastra patient database system.
Able to demonstrate e xcellent team leadership and line management skills .
Experience of working in a primary care setting, preferably in an Out of Hours GP Service.
Able to l ead an operational team effectively and efficiently when under pressure
The ability to co-ordinate and distribute workload to e nsure that the Service's required operational and performance targets are met .
A patien t - centr ic attitude and a willingness to work flexibly in line with the needs of the service.
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.
We're 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.