Overview
The job role within the switchboard office is varied, our priority is answering the telephone calls. The calls come into the switchboard via different lines and are answered in the following order: The Emergency Calls, The Emergency Communication Calls, The GP Calls, the External Calls, The Internal Calls and each operator has their own internal extension. The high priority call to answer is the Emergency line. On many occasions these emergency calls are not straight forward and we have to use our initiative to get a good outcome.
Main duties of the job
* Emergency calls that are made to the switchboard, these are usually via a 2222 call, these include Maternity Emergencies, Paediatric Emergencies, Cardiac Arrests, Stroke Alerts, Stroke Thrombolysis, Massive Blood Loss, Traumas and RPI’s. These groups are tested on a daily basis to ensure all emergency bleeps are working correctly, following an emergency call we are responsible for getting the on-call teams to the right place, procedures vary slightly in hours and out of hours.
* External Emergency calls to the Fire Brigade and Police.
* On-call Rotas for all departments within the trust, we check these rotas on a daily basis and transfer this information onto our Doctors Board and issue a daily on call list to various individuals across the trust.
* The booking of contract taxis, these can be to take a patient home, to take patients medication or belongings home, arrange the transfer of pathology samples to other hospitals, to transfer staff who are working at other trusts or collecting staff who have gone on a transfer with a patient to another hospital, and we also book the contract taxis for the psychic liaison team for patients who are being discharged from A & E.
* Issuing of Loan Alertive devices
* Assisting Site Manager for issuing Radios to the on-call teams in the event of switchboard or bleep system failure.
Working patterns
The shift patterns that someone could expect for a role in switchboard are: 06.00-14.00, 14.00-22.00, 22.00-06.00.
Working for our organisation
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings. We promote a diverse and inclusive community where everyone’s voice counts and you can #BeKnown for whoever you are.
Detailed Job Description And Main Responsibilities
Please see the full job description and person specification attached for more details on the job role.
Person specification
Qualifications
Essential criteria
* GCSE at A-C (or equivalent) qualifications
* Basic skills in literacy and numeracy.
Desirable criteria
* NVQ in Customer Services, or willing to work towards.
Experience
Essential criteria
* Experience of working within a customer service role/environment.
Desirable criteria
* Experience of working in a switchboard environment.
* Experience of working in an acute hospital environment.
Skills/Knowledge
Essential criteria
* Good communication skills with the ability to develop effective working relationships throughout the organisation
* Good organisational skills and the ability to address and develop solutions to problems
* Ability to work on own initiative and as part of team
* Evidence of good written and verbal communication skills
* Able to follow written instructions and procedures
* Good attention to detail
Personal Qualities
Essential Criteria
* Ability to work alone, unsupervised, whilst remaining able to prioritise conflicting demands
* Ability to cope with demanding and pressured situations
* Flexible approach to working hours and duties
* Dedication and commitment to the team
* Customer focused with an excellent telephone manner
* Approachable and tactful
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Administrative
Industries
* Hospitals and Health Care
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