Switchboard Operator

Job overview

To be an ambassador for the Hospital Trust as the first line of contact with the outside world, with the need to be able to proficiently operate the computer-based switchboard. Answering in a professional manner and dealing with patients, relatives, visitors and GP enquiries, incoming calls, internal calls, numeric bleeps, message pagers.

Be able to make decisions and deal with emergency calls calmly and efficiently in a high-level fast-moving environment, dealing with cardiac arrest calls/trauma calls, stroke calls, fire calls, major incidents, bomb threats, chemical spillages and medical gas alarms.

Various shifts are currently available (subject to change), with hours to be discussed and agreed at interview. You might be required to cover other shifts as we run a 24/7 service:

Duties:

Sat-Sun: 15.00-22.00

Initial recruitment is for band 3. This will be increased to band 4 following successful completion of training.

Main duties of the job

• Operate as a Telephonist, deal with incoming calls on Switchboard
• Work unsociable hours on 24 hr shift working pattern
• Operate a Securitas numeric & Pageone bleep system
• Deal with emergency calls & Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures
• Operate the on-call Rota watch
• Communicate to a high level and pass on information accurately to the Team leaders and Manager
• Log/distribute/activate new Internal numeric bleeps and message pagers.
• Communicate with Patient, Relatives, Visitors, GP’s and all hospital staff, medical & ancillary
• Ability to work on your own, making appropriate decisions and dealing with any situation that may arise
• Follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes
• Prepared and willing to be called in at very short notice, in the event of a Major Incident
• Work as part of a team including taking share of covering overtime/Bank Holidays, occasionally at short notice
• To test and exchange faulty bleeps, reprogramming the control unit to keep the user on the same number
• Reset passwords and transfer/accept accounts for users of NHS Net e-mail

Detailed job description and main responsibilities

• To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Siemens ISDX Switchboard with computer based screen consoles.
• The ability to work unsociable hours on 24 hr shift working pattern i.e. Weekends, evenings and bank holidays
• To operate a Securitas numeric bleep system
• To operate a Pageone Message System being clear and concise with appropriate messages often having to use medical terminology.
• To deal with emergency calls calmly and efficiently (e.g. Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events.
• To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events.
• T operate the on call Rota watch doctors rota System.
• To be able to communicate to a high level and pass on information accurately to the Team leaders and Manager i.e. any changes to rota’s or personal information requiring entry into the telephone databases.
• Log/distribute/activate new Internal numeric bleeps and message pagers.
• To test and exchange faulty bleeps, reprogramming the control unit so as to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user.
• Communicate with Patient, Relatives, Visitors, GP’s and all hospital staff, medical and ancillary, effectively, politely and with courtesy.
• Answer and dealing with customer queries in a professional manner.
• Ability to work on your own, making appropriate decisions and dealing with any situation that may arise.
• To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes.
• To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable.
• To be prepared and willing to be called in at very short notice, in the event of a Major Incident.
• Work as part of a team including taking share of covering overtime/Bank Holidays, occasionally at short notice. This is to ensure a highly motivated and efficient workforce whose prime interest is in helping the Trust staff care for its patients.
• To be prepared to carry out training to improve standards, this may include customer services skills and computer skills at higher NVQ levels.
• Reset passwords and transfer/accept accounts for users of NHS Net e-mail
• Input and manipulate data and information within Service Desk database, Active Directory and other databases as required
• To act as stand in for line manger as when directed
• To form part of an on call team on a rota basis for escalation as when required.
• To act as help desk for any enquires e. opening closing times, directions clinics, visiting times, clergy details and finding accommodation etc..
• To undertake any other duties as required ensuring the efficient operation of the King’s telephone system.
• Authorise, record and time all business calls as per the Trust’s telephone policy

Please see the Job Description for details.