Switchboard Operator

Job overview

We are looking for an enthusiastic and motivated person to work in our busy Switchboard department based at Harefield Hospital.

You will be dealing with patients, relatives and clinical staff, directing their calls to the relevant departments and also alerting the hospital emergency teams and following processes for alerting Cardiac Arrests, Trauma Calls and Major Incidents. As you will be dealing with emergency calls, you should have the ability to deal with situations in a calm and professional manner.

You must demonstrate the ability to work as part of a close-knit team, show a commitment to providing the highest standard of service and possess excellent communication skills.

Main duties of the job

• make and receive calls as required following procedures and policies previously agreed with the Switchboard Manager.
• make and respond to emergency calls, alarms and incident procedures/gas and plant alarms and follow Telecom failure procedure.
• deal with cardiac arrests and testing of them, fire alarms, security and intrusion alarms, which require rapid critical help.
• deal with bleep and air call requests and keep accurate call log records.
• order stationery as required.
• keep a calm and professional demeanour under pressure.

Detailed job description and main responsibilities

• Answer all calls in a timely polite and helpful manner, ensuring a quality service to all clients.
• Use appropriate questioning techniques requiring effective relevant information from the caller, where necessary crossing barriers of understanding.
• Receiving and interpreting information, reassuring and negotiating correct pathway for the client to take them to the appropriate department.
• Based on the relevant information supplied by the caller, the information is acted upon, analysing a range of facts to ensure correct department/person is informed according to procedure.
• Be able to operate the switchboard with speed and accuracy to ensure all calls are efficiently directed.
• To provide high standards of personal care to internal and external agencies.
• To provide support to new members of staff to ensure guidelines from callers are regulated and uniformed.
• To be able to concentrate for long periods of time and respond with speed and accuracy to a range of situations.
• To be able to remain calm and persuasive in all situations, where appropriate use empathetic and negotiating skills to support clients.
• To be familiar with procedures and carry them out effectively in the event of an emergency ie: cardiac arrest/fire alarm and bomb threats.
• To cover for colleagues on annual leave/sickness. This may require changes to shift at short notice and variation to a regular shift pattern. This may involve some overtime to be worked.
• To offer advice to all users referring all calls where senior input is required to the Switchboard Manager.
• To advise the Switchboard Manager of any omissions in delay in staff information or number changes being received from Human Resources. Inform them of name changes and relevant information to be updated. Keep rotas updated.
• Programme and send off internal pagers and air calls for repair and also to fill in the
• Major Incident record sheet and photocopying.

• To make sure all shifts are covered within switchboard for annual leave and sickness.
• To come forward with ideas in improving existing ideas within switchboard.
• Change the rota board on a daily basis and keep it updated with any changes or alterations in conjunction with the on call rota book and Rota watch.
• Log all faults within switchboard with suppliers.
• Take LAS calls for primary admissions, following procedures to alert relevant staff

• Work effectively as a team member in a professional manner.
• To undertake any other duties as requested by Switchboard Manager commensurate with the grade.
• To contribute ideas for continued improvement within the department
• Communication
• Patient/customer care (both direct and indirect)

Policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.

Other duties

To undertake any other duties commensurate with the grade as requested.