Despatcher (Weekends/Bank Holidays)

Job description

Job responsibilities

JOB SUMMARY

You will be dealing directly with health care professionals and patients over the phone and via email. You will receive incoming calls promptly and efficiently from Patients, Health Care Professionals and services, processing into software systems, fast tracking to appropriate health care professionals or services. You will be responsible for dealing with confidential patient information and ensuring all information entered into our systems is accurate.

You will be required to deliver crisis management in escalation and disaster recovery situations.

You will be responsible for the smooth and efficient Patient Pathway whilst delivering a high quality service. You will prioritise, plan and focus on response times through cohesive team working to support. You are required to carry out general administration duties.

To promote and demonstrate company ethos and professional ways of working whilst adhering to Shropdoc values, Kindness, Quality, Development, Integrity, Community

3. KEY TASKS AND RESPONSIBILITIES

Start of shift Preparation:

Log in and keep up to date with emails on every shift.

Ensure Clinicians, Drivers and Receptionists have reported and are ready for duty throughout the shift and log any lateness with the Team Leader.

Organise replacements/workload via Team Leader where necessary to cover sickness and operational requirements.

Check duty sheets and liaise with the Team Leader regarding any hand-over/shift management issues.

Ensure all appointment diaries correctly reflect capacity, block where necessary.

Workflow:

o To manage any patients sent to Shropdoc in error i.e. out of area, are passed back to the appropriate 111 service.

o To ensure incoming patient calls from 111 are checked for demographic information, NHS Number added if missing and amalgamated with previous records and Special Notes, then forwarded to the appropriate disposition/health care professional for assessment.

o To ensure all patients who have been assessed by 111 or a Triage Clinician as requiring a home visit or base appointment that are Cross Border Calls are contacted promptly where appropriate to arrange appointment times using in-house procedures.

o To ensure that all patients who have been assessed by 111 or a Triage Clinician requiring a Home Visit or Base Appointment are passed to the relevant Primary Care Centre (PCC) and are actioned without unnecessary delay and in line with KPIs.

o Pass District Nurse cases to SPR or relevant team in a timely manner.

o To monitor and continually assess PCC workload ensuring that cases are dealt with within appropriate timescales, taking appropriate action where necessary, where workload is high follow base escalation process.

o To Liaise with Clinicians and Drivers working out of PCCs and on Home visits keeping continual contact with regard location, workload and approximate timescales. Tracking via webfleet.

o To ensure that clinical software is updated accurately and maintained during each shift, keep all shift members (including health professionals) aware of the current operational status -showing correct available PCC bases, and time managing Home visits in prioritized timeframes.

o To ensure that Home Visit Logs are updated appropriately, accurately and without delay.

o Ensure any UCP reviews are dealt with as a priority.

o To support clinicians in liaising with the various medical, social and transport services to ensure the delivery of agreed care.

o To support new Doctors, Drivers and UCPs with VPN, EPS, Ruggeds and Tom Toms where possible.

o To give a comprehensive handover at the end of each shift, complete a Despatch handover form (SWI-A-1099F) detailing any driver and clinicians breaks, issues or actions to be taken. Any calls that are not managed through to completion on shift, discussed and logged on despatch handover at shift change with next Despatcher or Team Leader.

o To keep the Team Leader informed at all times of any known issues e.g. visits that may go out of time.

o To attend and participate in Despatch Team Meetings

Disaster recovery:

To be fully aware and able to implement all or any contingency plans e.g. Contingency Power App, Email, Manual and Evacuation processes as required.

To maintain knowledge and a working understanding of telephony, electronic systems and software utilized within the call centre.

Attend any disaster recovery meetings or training as required.

Training:

Ensure you remain up-to-date and familiar with all non-clinical Call handling and Despatch processes and protocols on the Shropdoc Hub, reading regular updates.

To attend and participate in Training and Mandatory Training sessions as required.

To actively participate in the coaching and mentoring of current team and any new members of staff.

Keep up to date with mandatory Bluestream training.

General:

Compliant use of the Smartcard is required, using the Summary care records to update demographics and search for NHS numbers on every shift.

Provide support to Team leader and other workstreams when required.

To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensuring that in the event of incident/accident these are reported to the appropriate bodies/personnel and shift logged.

To ensure that general housekeeping duties are carried out on each shift.

To undertake any duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.

In line with other posts may be subject to change according to service needs, in consultation with the post holder.

At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role.

Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service.

We want to encourage individuals from all backgrounds, experiences and beliefs, who share our mission of keep the patient at the heart of all that we do to work with us.

Person Specification

Qualifications

Essential

• Please refer to attached Job Description and Person Specification for more details.

Desirable

• Please refer to attached Job Description and Person Specification for more details.

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.

Employer details

Employer name

Shropshire Doctors Co-operative Limited ‘Shropdoc’

Address

Unit A

3 Longbow Close

Shrewsbury

Shropshire

SY1 3GZ

Employer's website

https://shropdoc.org.uk (Opens in a new tab)