OOH Dispatcher

PHL Group; Hempstalls; Remote; GBP 18,000 - 24,000; Part time

Benefits offered by this job

Bike2Work Scheme

DSE Eye Tests and Spectacles

Employee Assistance Program - 24 hour,

Employee Recognition - ‘Extra Mile’

Family Friendly Policy

Long Service Award

Menopause Support

NHS Discount - Blue Light Card

Paid Sick Pay

Professional Development

Workplace Savings and Low Interest Lod

Job summary

PHL Group is seeking a highly organised OOH Dispatcher to coordinate patient care overnight. You will manage cases on Adastra, liaise with NHS 111, clinicians, drivers, and external partners to ensure timely, safe dispatch.

You will handle home-visit coordination, monitor SLAs, and maintain accurate records under tight deadlines in a part-time, overnight schedule.

Qualifications

• Excellent analysis skills to interpret data and optimise dispatch processes.
• Outstanding communication skills, both verbal and written, with professional phone etiquette.
• Proficient in data entry, typing, and maintaining accurate records under tight deadlines.
• Organised with the ability to prioritise tasks efficiently in a fast-paced environment.

Responsibilities

• Handle calls from NHS 111, responding to enquiries including service coverage, confirmation of cases via Adastra, and opening hours for PCCs.
• Progress cases on Adastra and monitor through to resolution.
• Ensure all calls are managed within agreed timescales and that SLAs are met.
• Coordinate home visits for GPs and pass patient details to mobile crews.
• Investigate cases where triage GPs cannot contact patients.
• Liaise with Ambulance Service, Social Services, A&E, and District Nurses to maximise patient safety and care.
• Conduct safety calls to triage queues to assess escalation needs.

Skills

Data analysis

Communication

Data entry

Organisation

Job description

We are seeking a highly organised and detail-oriented OOH Dispatcher to ensure the safe, timely, and effective coordination of patient care.The successful candidate will be is responsible for managing and progressing cases on Adastra, coordinating clinical resources, and acting as a central communication point between NHS 111, clinicians, drivers, and external healthcare partners.

Hours available

15 to 30 hours per week overnight

Duties

• Handling calls from NHS 111, responding to a range of enquiries including service coverage, confirmation of cases received via Adastra, and opening hours for Primary Care Centres (PCCs).
• Undertaking general case management and progression on Adastra, ensuring cases are accurately updated, progressed appropriately, and monitored through to resolution.
• Ensuring all calls are managed within agreed timescales and that service level agreements (SLAs) are consistently met.
• Coordinating home visits for GPs, ensuring patients are seen within allocated timeframes and that patient details are promptly and accurately passed to the mobile crews.
• Investigating cases where triage GPs have been unable to make contact with patients.
• Liaising with other healthcare professionals, including the Ambulance Service, Social Services, A&E departments, and District Nurses, to maximise patient safety and quality of care.
• Conducting safety Calls to patients in triage queues, explaining delays, and assessing whether it is safe to return calls to the queue or if urgent escalation is required.

Qualifications

• Excellent analysis skills to interpret data and optimise dispatch processes.
• Outstanding communication skills, both verbal and written, with professional phone etiquette.
• Proficient in data entry, typing, and maintaining accurate records under tight deadlines.
• Organised with the ability to prioritise tasks efficiently in a fast-paced environment.

Benefits

• Bike2Work Scheme. Save up to 42% on bikes & equipment
• DSE Eye Tests and Spectacles. Up to £25 for eye tests, £50 for spectacles
• Employee Assistance Program - 24 hour helpline. 24/7 support for counselling, legal, medical & more
• Employee Recognition. ‘Extra Mile’ Awards
• Family Friendly Policy. Support for maternity, paternity, adoption & fertility leave
• Long Service Award. Celebrating 5 & 10 years of service
• Menopause Support. HRT subscription covered & Menopause Pledge
• NHS Discount - Blue Light Card. Staff are eligible for Blue Light Card which offers a range of official discounts
• Paid Sick Pay. 10 days per year
• Professional Development. Training, courses & team-building opportunities
• Workplace Savings and Low Interest Loans. Payroll savings & low-interest loans

As part of our ongoing commitment to support the Armed Forces community, PHL Group has been awarded the Defence Employers Recognition Scheme Silver Award and Veteran Aware accreditation. These prestigious accolades highlight our unwavering dedication to supporting ex-military personnel, recognising the value that serving personnel, both regular and reservists, veterans and military families contribute to our business and our country.