Switchboard Operator

Job overview

To provide a comprehensive, high quality switchboard service to patients, staff and members of the public on behalf of the Trust. To operate a telephone switchboard and associated communication systems as required. To observe and respond to monitors/alarms within an agreed scope of responsibility and carry out stringent documented procedures in the event of an emergency situation. At all times providing a polite and courteous telephone manner when receiving and re-directing calls.

Main duties of the job

The successful candidates will need to be a well-organised person with excellent interpersonal skills. You will be the first point of contact for all our Patients and Visitors who contact us via the phone. It is essential that you have excellent communication skills and a good telephone manner.

Detailed job description and main responsibilities

• To provide a comprehensive service for receiving and initiatingcalls from external and internal sources, be competent inoperating an AC-Win PC Based Console/or similar system.
• Efficient processing of telephone calls received via theswitchboard consoles and other extensions within theswitchboard area.
• Operation of internal bleep/pager and mobile telephonesystems
• Providing a welcoming service for routine enquires andassistance to staff users and the general public, ensuringappropriate assistance is provided.
• Carrying out all emergency procedures relating to any hospitalalerts/alarms i.e. cardiac arrest, equipment alarms, majorincidents, fire alerts, security/police response and any otheremergencies that may arise. At all times working within job rolefollowing Trust policies and procedures.
• On Call Service: To contact staff as required/needed by the trustin accordance with the hospitals procedures, duties are tomaintain such records and contact procedures as may berequired.
• Testing Emergency Telephones, Fire bleeps and Cardiac Arrestbleeps ensuring all relevant documentation are accuratelycompleted
• Fault Reporting: Issue and record replacement of telephonehandsets when extension faults occur.
• To arrange for the exchange of bleeps when medical staffchange disciplines etc. and record details within relevantdocumentation.
• Deal with incoming fax messages for departments within theTrust, documenting its time of arrival, time of notification andcollection.
• To inform the Supervisors/Senior telephonist of changesrequired to the operator directory in order to keep it accurateand up to date.
• In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/orsimilar) system enquiries and forwarding the callers to thecorrect destination.
• To provide cover for annual leave/absences and sickness whereand when required (sometimes at short notice) in order that theswitchboards are manned at all times.
• Bank and Public Holidays: To provide cover when required toprovide a constant service.
• Carrying out administration duties when required, such astraining and supporting to starters.