Westcall Supervisor

BERKSHIRE HEALTHCARE NHS FOUNDATION TRUST; Wokingham; On-site; GBP 35,000 - 45,000; Full time

Job summary

A regional healthcare provider is looking for a team leader to manage an out-of-hours referral team at Wokingham Community Hospital. The ideal candidate will have strong leadership skills and experience in a call centre environment, with expertise in Adastra and RIO systems. Responsibilities include training staff, processing referrals, and maintaining high standards of patient data management. A flexible work schedule including evenings and weekends is required.

Benefits

Flexible working options

27 days' annual leave

Generous NHS pension scheme

Career development opportunities

Cycle to Work scheme

Discounts at retailers

Free parking

Qualifications

• Strong leadership and management experience in a call centre environment, preferably in healthcare.
• Despatching experience and extensive knowledge of Adastra and RIO systems.
• Ability to conduct performance audits and inductions for new staff.
• Flexibility to work evenings, nights and weekends.

Responsibilities

• Train and assess operational staff on electronic and telephone systems.
• Answer incoming calls and manage patient contact details.
• Process incoming referrals and monitor necessary documentation.
• Record data accurately on Adastra and RIO systems.

Skills

Leadership and management experience

Knowledge of Adastra and RIO systems

Performance audits and appraisals

Flexibility to work various shifts

Tools

Adastra

RIO

Job description

Overview

The successful applicants will be based at Wokingham Community Hospital. You will take the lead role of an out of hours referral team. The post requires exceptional team leadership skills with 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 totaling 36 hours a week due to the working patterns required of evenings, nights and weekends. 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. Main duties of the job

Responsibilities

• 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 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.
• 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.

Requirements

• Strong leadership and management experience in a call centre environment, preferably in healthcare.
• Despatching experience and extensive knowledge of Adastra and RIO systems, with ability to train others.
• Ability to perform regular performance audits, appraisals and touchpoint meetings, and to conduct inductions for new staff.
• Flexibility to work evenings, nights and weekends, including bank holidays.

About Berkshire Healthcare NHS Foundation Trust

Berkshire Healthcare NHS Foundation Trust is a specialist mental health and community health services trust. Rated "outstanding" by the CQC, we are committed to providing the best possible care to people across Berkshire. As an employer, we are 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

Benefits

• 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