Job overview
Some people are just born with a natural ability to listen and communicate effectively, and we are trying to find you. We want you to be the first voice callers to our hospitals hear. With your caring and compassionate style and approach, you’ll ensure patients and staff alike feel respected and valued. Indeed, that is at the heart of what our team aspire to achieve…so if that appeals to you and you are looking to work within a team with shared goals and doing what it takes to provide the best possible service – then we really want to hear from you.
Our Switchboard is the primary point of call for callers to the Trust so we want someone who is bold and enthusiastic with great customer service skills, being calm under pressure, supporting our callers quickly and efficiently.
As a member of our close knit team, you will have excellent communication and organisational skills, with the ability to work as part of a team and on your own.
This is a 24/7 shift-based role covering both Royal Preston and Chorley Hospitals. Flexibility is essential, as the successful candidate must be able to adapt to changing shift patterns and provide cover at short notice when required.
Main duties of the job
As an Operator, you will be responsible for managing the hospital’s computerised operator console, electronic telephone directory, and bleep system, as well as monitoring essential alarm systems. You will also serve as the first point of contact in a wide range of emergency situations.
This is a fast-paced and demanding role that requires the ability to prioritise effectively and manage multiple tasks simultaneously. You must be able to respond quickly and efficiently to emergencies, work well under pressure, and communicate information clearly and accurately.
Training will be provided, so while the role is challenging, you will be fully supported to succeed.
Working for our organisation
We are not going to shy away from saying this is ideally a job for someone who thrives in a fast-paced environment. We’re a very busy team, undertaking numerous tasks simultaneously often these being emergencies requiring an extremely quick response – but for the right candidate, we know this will make the role even more exciting for you.
So what can we offer you? Well as well as working for an award winning organisation, you will join a very strong and dedicated team who work so hard together and have fun along the way. We will help you develop your skills, give you opportunities to try new things and we actively encourage you to challenge us to constantly review what we do, our processes and approaches.
Detailed job description and main responsibilities
* Be responsible for providing and receiving telephony information to and from the public, Trust staff, patients, relatives and external agencies. Using skills and knowledge and deliver the service in a timely manner
* In order to ensure the provision of a continuous service, staff shall arrive in good time in order to update themselves with information during shift change - over and take over overall responsibility from colleagues
* Use a range of communication equipment to transmit verbal and non-verbal messages concisely often in emergency situations
* Receive sensitive information from the general public demonstrating reassurance skills, confidentiality and the ability to be emphatic
* Be diplomatic and understanding when dealing with communication barriers e.g. language/hearing difficulties confused and elderly patient and aggressive callers
* Communicate effectively and professionally with staff at all levels
* Preserve at all times the confidentiality received about particular patients, as required by legislation and Trust Policy.
* Ensure the smooth transition for Dr’s change over at the periodical rotation
* Assist in the training of new staff in all aspects of the job and advise your line Manager on progress of the training.
* Actively participate in the PDPR Process.
* Undertake identified learning and development opportunities, as identified during the PDPR Process
* Ability to comprehend and retain a broad range of knowledge relating to the Trust i.e. geographical locations, departments, opening times, off site services etc
* Use judgment in emergency situations and judging best response in given situation, confident operate on own initiative. (Lone working
* Responsible for immediate decision making in the event of bleep system failure, initiating and auctioning contingency protocol (lone working). Liaising with senior managers and external agencies to identify faults when lone working
* Must be prepared to remain in the switchboard room for entirety of shift when lone working and be calm under pressure in the event of an emergency
* Manage and plans own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests.
* Be responsible for personal education, keeping up to date with required mandatory courses, day to day operational and procedural changes and any on the day changes
* Ability to physically react in emergencies which require rapid movement, to acknowledge alarm activation and convey location
* Monitor all alarms including drug and refrigerator alarms and take appropriate action, if activated, using the appropriate call out procedures
* Report all accidents and incidents as per Trust Policy.
* Keep good records of any maintenance required
* Manage and plan own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests
* Advanced keyboard skills for speed and accuracy when sourcing information and inputting data
* Hearing/hand eye coordination for accurate operation of equipment in emergency situations and responding to alarms and emergency calls.
* Excellent listening skills required to overcome language/hearing difficulties or other barriers in communication
* Act in accordance with current legislation, policies, procedures and good practice
* Report behaviour that undermines equality and diversity
* Act upon on-call rotas, procedures provided by departments for key on call staff, both managerial and medical.
* Responsible for the control and operation of the car park barrier in times of emergency.
* Programme and exchange damaged bleeps
Person specification
Qualifications & Education
Essential criteria
* To be educated to GCSE Standard or equivalent experience
Desirable criteria
* ECDL or equivalent IT qualification
Knowledge and Experience
Essential criteria
* Knowledge of Microsoft Office 365 including Teams and the ability to use email, internet and bespoke software.
* Experience in dealing with the public and coping with difficult situations.
* Experience of working on a Switchboard or Call Centre.
* Experience in dealing with service user complaints/queries
Desirable criteria
* Experience of working in an NHS or similar environment.