The call handler will be based at Castle Donington to effectively operate a 24/7 call handling service. The call handler will be responsible for answering emergency calls from members of the NHS multidisciplinary team using a high-tech switchboard facility. They need to be able to confidently speak with consultants and other members of the MDT, conferencing in required team members efficiently and in a timely manner. They will be required to use a web-based system to input 'live' essential patient information and assist the team with administrative support to transfer patients safely.
The post holder will be based in the office alongside the clinical team and will work closely with medics, nurses, administrators, and other team members. Responsibilities include taking initial referral calls from doctors and nurses regionally and nationally during surge periods. The candidate must have excellent customer service and IT skills, be proactive, and be able to multi-task, managing concurrent calls efficiently.
Key Responsibilities:
1. Accurately record emergency telephone referrals for critically ill patients via a high-tech switchboard.
2. Input patient and referral data onto multiple systems (CoMET, CenTre, ECMO database) accurately and transfer information efficiently.
3. Maintain professional communication with team members and ensure smooth operation.
4. Develop close collaborations with other services, updating records of ICU beds, cot availability, and delivery suite closures, especially during mutual aid requests.
5. Update bed state information with the operational delivery network.
6. Track the transport team's location and progress, reporting issues or delays to management.
7. Attend monthly service team meetings.
8. Provide excellent patient/customer service, confidently communicating with multidisciplinary team members.
9. Ensure confidentiality and proper documentation, including scanning and updating forms daily.
10. Assist in producing activity, audit, and outreach reports.
11. Support the team leader and ensure effective communication during transport processes.
Additional duties include administrative tasks such as photocopying, collating recordings for investigations, and ensuring transfers are allocated promptly through the cleric database. The role involves working in line with the Trust’s strategic goals and values, promoting equality, diversity, and inclusion.
Please submit your application promptly, as vacancies may close early if sufficient applications are received. Regularly check your email for updates. UHL is an equal opportunities employer and supports flexible working arrangements. Successful candidates will undergo DBS checks and, if applicable, COVID-19 risk assessments and vaccination status verification.
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