Westcall, the GP out of hours service for Berkshire West is looking for motivated and driven individuals to join our Out of Hours Operations team on a part-time basis working during evenings, nights, weekends and Bank Holidays.You will be part of our dynamic operational team who are the first point of contact via telephone, for both patients and healthcare professionals across Berkshire, supporting referrers to make referrals to the Westcall service and other community services.We are looking for individuals with a high attention to detailFlexibility and the availability to work additional hours on an ad-hoc basis during overnights and weekends is desirable. This is a hybrid role.We are recruiting for the following Weekly shiftsMonday 00:00-08:00Tuesday 00:00-08:00Friday 18:00-24:00Saturday 00:00-07:00Saturday 12:00-18:00Saturday 18:00-24:00Alternate weeksWednesday 00:00-08:00Friday 18:00-23:00Saturday 08:00-12:00Sunday 00:00-07:00Please submit applications for a combination of two or more of the above shifts, clearly outlining within your application which of the above detailed shifts you are applying for.Successful candidates will be expected to offer availability on bank holidays including those over festive periods including Christmas, New Year and Easter.Main duties of the jobAnswer 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 referralsTo 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.Assist other members of the operational team including nursing, reception and driving staff with complex and challenging situations including emergency calls, patient complaints and security issues.Assisting operational shift leads with managing workflow, despatching and allocation of work to clinical colleagues.About usBerkshire 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
DetailsDate posted03 September 2025Pay schemeAgenda for changeBandBand 3Salary£26,240 to £27,928 a year per annum, pro rata (incl of HCAS)ContractPermanentWorking patternFull-time, Part-timeReference number371-CHS1083Job locationsWestcall Out of HoursWokinghamRG41 2REJob descriptionJob responsibilitiesThe must haves for you to be considered for this role:Excellent written and verbal communication skills, experience of confidently communicating via the telephone and in managing challenging conversations in a sensitive manner.The ability to work effectively individually and as part of a teamThe ability to remain calm under pressureA patient centered attitudeFor 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 descriptionJob responsibilitiesThe must haves for you to be considered for this role:Excellent written and verbal communication skills, experience of confidently communicating via the telephone and in managing challenging conversations in a sensitive manner.The ability to work effectively individually and as part of a teamThe ability to remain calm under pressureA patient centered attitudeFor 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 possiblePerson SpecificationEducation/Qualifications/TrainingEssential
GCSE English and Maths
A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level
Desirable
ECDL or equivalent IT Qualification
Continuous Professional DevelopmentEssential
Willingness to complete all Statutory and Mandatory training including all updates
Willingness to undertake further personal and professional development
Previous ExperienceEssential
Experience of work within a health or social care setting
Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
Call handling experience using the Adastra V3 Clinical Database
Knowledge, Skills & AbilitiesEssential
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
Ability to lead and co-ordinate a multi-disciplinary operational urgent care team
Desirable
Advanced working knowledge of the Adastra V3 and RIO patient systems
Additional RequirementsEssential
Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
Travel between sites as required
Person SpecificationEducation/Qualifications/TrainingEssential
GCSE English and Maths
A working knowledge of Microsoft products including Excel, Word and Outlook at intermediate level
Desirable
ECDL or equivalent IT Qualification
Continuous Professional DevelopmentEssential
Willingness to complete all Statutory and Mandatory training including all updates
Willingness to undertake further personal and professional development
Previous ExperienceEssential
Experience of work within a health or social care setting
Experience of dealing with the public in a sensitive manner and an awareness of diversity in the community
Call handling experience using the Adastra V3 Clinical Database
Knowledge, Skills & AbilitiesEssential
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
Ability to lead and co-ordinate a multi-disciplinary operational urgent care team
Desirable
Advanced working knowledge of the Adastra V3 and RIO patient systems
Additional RequirementsEssential
Flexibility with working hours / days including evenings, weekends and bank holidays including Christmas and Easter
