Switchboard Operator

Job overview

To assist in the provision of a comprehensive Telecommunications service to the Blackpool Hospitals.

The Telephonist post will be based at the Blackpool Teaching Hospital and you will be required to participate in a rotational shift pattern covering 24-hours/day and 365 days/annum including nights, weekends and public holidays. You will be required to work as a lone worker when covering the evening and  night shift. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays

We are looking for a highly motivated and experienced individual to join our well-established team of Telephonists. The team provides a service to both the Trust members and the general public, 24 hours per day, 365 days a year.

Within Switchboard there is a strong team environment  but you will also be required to work as a lone worker when covering the evening and  night shift. Flexibility is essential as you may be required to change duties or work at short notice to cover for absences and holidays.

Main duties of the job

Telephone operators assist in the provision of a comprehensive Telecommunications service to the Blackpool Hospitals.

One post available:

Bank Post

You may be required to work hours at short notice to cover for colleagues annual leave, sick leave and staff shortages which could include evening and night shifts.

You will be flexible, adaptable and able to work well within a team.

As part of the interview process you will be required to

demonstrate keyboard skills and complete a spelling test.

Detailed job description and main responsibilities

The role is to respond to switchboard enquiries and queries from suppliers, staff/customers and patients to provide assistance and advice as and where required. Provide 24-hour flexibility (which from time to time will include the night shift) to cover for colleague’s annual leave and sickness absences and meet the requirements of the service. Receive and extend incoming calls to their relevant destination across the Telecoms network. Receive and record all emergency calls Provide external telephone access for users across the telecoms network Ensure that all personal telephone calls are monitored and accurately documented Transfer internal callers to extensions across the telecoms network Operate the radio system in accordance with guidelines Operate the bleep system. Change faulty bleeps. Divert-undivert bleeps. Program emergency teams. Ensure accurate documentation in relation to receiver/bleep numbers. Ensure individual operator performance targets laid down in the operators guide are consistently met Ensure comprehensive and accurate handover of relevant information takes place at the commencement and end of each shift to maintain continuity of service Provide assistance and work within the trusts guidelines to deal effectively with patients/callers who may have speech, language or cultural differences Ensure that a calming, sensitive approach is applied to those callers who are distressed i.e. suicidal or very aggressive Respond to all emergency calls (major incident, obstetric emergency, cardiac arrest, bomb alert etc) and instigate all relevant documented procedures, in and out of hours.

Instigate daily test calls to personnel programmed into emergency teams. Document all responses. Highlight any issues resulting from these test calls. Compile daily medical rota’s for each specialty including medical management, executive personnel and emergency teams, identify any inaccuracies which may come to light during the course of the day and highlight to relevant personnel. Ensure Rota’ changes are accurate and legible. Ensure the completed daily Rota and any additional amendments are distributed to relevant departments. Assist with the task of updating the console database with new/amended information. Perform reception duties (where necessary) and deal effectively with all enquiries. Attend Departmental staff meetings. Provide an out of hour’s service for the distribution and accurate recording of information relating to accommodation keys and on call rooms. Deal with queries relating to this service. Provide an out of hour’s service for the ordering of taxi’s. Ensure precise instructions are issued to the taxi operators and also make them aware of when taxis are required in response to emergency situations. Ensure accurate documentation in relation to this service. Monitor all medical gas/intruder/personal attack alarms. Instigate relevant documented procedures. Ensure rota changes and information relating to chaplaincy and mortuary arrangements are accurately documented. Provide a professional, efficient admission and transfer service to GP’s and other agencies. Ensure the call is directed to the relevant specialty. Provide patient location information to general public and outside agencies, following current confidentiality guidelines. To keep all work areas clean and tidy and be responsible for the cleaning of all screens and keyboards as required

Participate in competency/training program for new staff. To undertake any other duties that may be required appropriate to the post holders grade and experience.