Somerset NHS Foundation Trust rha3FE4w
The Somerset NHS Foundation Trust is seeking a Part-time Telephonist to work a 17.75-hour schedule over a two-week shift pattern, which includes weekends and varied hours. The key responsibilities include:
- Operating the hospital switchboard and responding to emergency calls.
- Providing out-of-hours cover for the main reception and car park intercom.
- Communicating effectively with internal and external stakeholders, including clinicians, emergency services, and the public.
- Managing sensitive and complex information while ensuring courteous service delivery.
- Taking payments for parking and accommodation, and safely storing valuable items.
- Following emergency procedures for fire, major incidents, and alarms.
- Performing administrative tasks, managing conflicting demands, and ensuring the switchboard is staffed at all times.
- Supporting the training and development of new staff and keeping accurate records of calls and actions.
The role requires adaptability, effective communication skills, and the ability to work independently during out-of-hours shifts. Candidates must be familiar with relevant procedures and willing to comply with quality and safety policies.
We are currently looking for a Telephonist to work on the following 2 week shift pattern. Totalling 17.75 per week
Week 1
Monday 07:30-15:30
Saturday 15:00-22:00
Sunday 15:30-22:30
Week 2
Monday 07:30-15:30
Friday 07:00-15:00
The roles consists of answering the hospital switchboard, respond to emergency calls, provide cover to the main reception and car park intercom out of hours. Be aware of fire, major incident and lockdown procedures ensuring that all services are delivered in an efficient, courteous and polite manner to both internal and external customers.
To be responsible for taking payments out of hours and storing valuable items in the safe.
Finding relevant staff from on call rota to resolve problems
Respond to the fire alarm, Major incident and emergency calls and inform the relevant team
Effective communication including with distressed, anxious or angry individuals
Required to follow processes when responding to calls or alarms.
Manages conflicting demands within the job role on a daily basis.
About us
The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users.
Communicates effectively with external stakeholders (GPs, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action.
Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis.
Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service.
To ensure the switchboard is manned at all times and calls are answered quickly and politely and routed to appropriate departments/personnel
Answer the emergency phone immediately, and respond to emergency by call out correct emergency team.Record call and action on appropriate record sheet
Attend to Main Reception duties giving a courteous service to enquirers outside office hours
To allocate and issue accommodation and keys via the Trusts Accommodation Booking system
Inform relevant staff of medical gas shortages, fire alarms and other alarms which are linked to switchboard
To take payment for parking, accommodation and prescription charges either with cash or using the Chip and Pin terminal for card payments.Record payments on the relevant form including refunds
Attend to the car parking assistance call system, dealing with calls using own initiative and call relevant personnel regarding car park system failure when necessary
To issue keys to relevant personnel, checking ID, and record their distribution on the key database
To be fully aware of the fire alarm procedure
To be fully aware of the major incident procedure
The position involves lone working out of hours
Answer calls for the EFM helpdesk on ext 4444 and report the faults on FM first
Provide support to the EFM admin team as required
Book contract taxis when requested and keep a central record
The post holder will be expected to support the training and development of new colleagues
Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and the time of day.
Keep a record of all actions taken in a major incident
Comply with all SSL Policies and Procedures including (but not exclusively), Quality, Environmental Equality, Diversity, Safety, Human Resources and Financial.
Be fully conversant with the Switchboards emergency procedures, including those for a Major Incident and fire security, cardiac arrests etc developed through training.
Undertakes surveys or audits when necessary for own work.
Competently operate the PC based ARC consoles and operator workstation equipment to provide a standard and consistent level of service in an efficient and cost effective manner.
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