Call Handler

Job overview

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 switch board 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 the administrative support they need in order to transfer patients safely.

The post holder will be based in the office alongside the clinical team. They will work closely with all grades of medics, nurses, administrators and other team members. The post holder will be responsible for taking an initial referral call from doctors and nurses within the region, and nationally in terms of surge. The post holder must have excellent customer service skills, IT skills and an ability to be proactive and think ahead when taking calls. They will also need to be able to transfer the information on to the database in a timely fashion. The post holder will need to be able to multi-task when managing concurrent calls

Main duties of the job

• Ability to use the high tech switch board console efficiently and with confidence
• Accurate recording of emergency telephone referrals for critically ill babies, children and Adults through a high-tech switchboard .
• Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.and Transfer information succinctly and efficiently to .
• Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.
• Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process

Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.

• Develop and maintain close collaborations with other services, such as other transport teams and hospitals in order to update records of intensive care beds, cot availability and delivery suite closures as required. Particularly where mutual aid is being sort from other regional teams.
• Update bedstate with appropriate operational delivery network.
• Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.

Detailed job description and main responsibilities

• Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.
• and Transfer information succinctly and efficiently to .
• To track the transport team’s current position and journey progress, ensuring smooth, efficient and professional communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
• Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues to the management team and appropriate department.
• Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations
• Assist the team leader in producing activity, audit and outreach reports as required
• To ensure that all documentation is scanned to the database and hospital systems. Check and update relevant forms daily. Responsible for photocopying, preparing and distributing referral information as required, always maintaining confidentiality.
• To also ensure that cases are referred onto the cleric data base used by SJA in order that transfers can be allocated to SJA crews promptly and transfers teams mobilised as soon as possible. This also allows for the transport teams location and progress to be monitored.

Please refer to JD/PS for more details

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.