Job responsibilities

This
role provides a high standard switchboard service and the post holder will be
required to receive a range of calls from both external and internal callers
and connect them as appropriate.

As
the first line of contact for callers the post holder is responsible for
providing an efficient and responsive service as they are the interface for
the hospital.

They
will also be responsible as the first point of contact in activating
procedures for the full range of Trust emergency alarms which include Fire,
Crash and security.

The
post holder will operate a screen based (PC) switchboard console which has a
database which holds all necessary information needed to access the Trust's
12,000 extensions.

The
ability to learn and retain information regarding numerous Trust services and
specialities in order to deal with patient enquiries.

The
post holder will be responsible for the effective operating of the Trust
paging systems.

The
post holder will be required to use the Patient Centre Administration system
to assist with enquiries with regard to outpatient appointments and will work
collaboratively with the referral booking service supporting and making new
and follow up bookings as directed.

Must
be able to communicate effectively and sensitively with a wide range of
people including patients, relatives, clinicians and other Trust staff.

Provide
both internal enquiries and Directory enquiries for Trust staff.

PRINCIPAL
DUTIES & AREAS OF RESPONSIBILITY

Answer
calls from both external and internal callers with a prompt and polite
response and connect them to the appropriate department. This involves using
the switchboard database and the Patient Administration System, where
appropriate to look up the name/department required and then connecting the
caller as quickly and efficiently as possible.

To
be fully conversant with and adhere to standard operating procedures,
policies and agreed departmental procedures.

To
greet callers, providing an efficient and courteous service connecting them
to their required department and offer further assistance and guidance when
required.

Accurately
log all information as required for the purposes of audit/information
including identifying necessary improvements.

Using
judgement, activate the necessary procedure act calmly, quickly and take
immediate and precise action according to written procedures to alert the
correct/appropriate service. Ensure the required essential information is
communicated to allow the incident to be responded to in the appropriate
manner and that the correct resource is deployed.

Being
conversant with, monitoring and responding to a variety of alarms and
initiating emergency and other call outs in the following procedures. These
also cover peripheral sites:

Fire
Alarms

Crash
Calls

Major
Accident Procedure

Bomb
Alerts

Security
and Violent Patient Calls

Oxygen
Alarms

Blood
Bank Alarms

Boiler
House Alarms

Medical
Gas Alarms

Intruder
Alarms

Fridge
Alarms

Lift
Calls

Mentor
and provide support and guidance to newly appointed staff.

Ensure
the effective operation of the Trust paging system and the Long range pagers
by answering callers and using system to contact required staff and then
connect.

To
ensure that any difficulties in implementing emergency and operational
policies and procedures are reported immediately at an approriate level.

Provide
first point of contact for the internal enquiry service providing callers
with necessary information required to enable callers to make contact with
required destination. Also provide a contact point for Directory Enquiries
and connect calls to obtain information they require. Monitor usage of this
service and report any abuse to supervisor.

Be
responsible for the creation of the daily rota sheet which requires
information to be transferred from a number of rotas to produce a single on
call contact document. Be able to interpret on call rotas across the Trust
for Medical and Nursing staff, Executive and Admin, to assist with the task.

Collate
information on personal call usage and provide information to cashiers for
the creation of appropriate billing.

Follow
defined procedures and guidelines where available, using own initiative to
resolve new undefined circumstances, such as unusual calls or enquiries from
the public, referring the issue to the supervisor on call when required.

Provide
on call information to other trust staff regarding on call personnel. This
involves looking up sometimes complex rotas with conflicting information on
them.

Issue
temporary mobile phones (out of hours) to on call staff, assess the impact of
failed communication equipment and issue temporary when deemed necessary.
Maintain equipment inventory for audit purposes.

In
the event of a lost/stolen mobile phone device (out of hours) advise Trust
staff of the procedure to follow and record the information.

Issue
temporary pagers (out of hours) (crash, fire, security) when original becomes
faulty. Record information for supervisor and also inform Trust staff of
contact changes when required.

Be
conversant and able to operate all back up equipment and procedures in case
of failure of the bleep system, switchboard consoles or system failure.

Use
systems including the Patient Administration System (PAS) to advise and help
both internal and patients/relatives who are experiencing difficulties
getting through to the correct department.

Out
of hours staff must accurately record extension and payphone faults to the
relevant internal/external department or agency as directed.

Carry
out daily testing of crash team bleeps, record response and provide the
information for monitoring/audit purposes. Also ensuring peripheral site
bleeps are in working order.

To
be responsible for own work load and work without direct supervision out of
hours.

On
an ad hoc basis provide switchboard supervisor with changes to telephone
numbers and extensions and other information as necessary to update
switchboard server.

Participate
in a regular rolling programme to review, audit and update information held
on the switchboard console, by contacting users to ensure data integrity.

Complete
necessary paperwork to document changes for data input.

To
work flexibly to maintain adequate staffing levels to ensure a 24/7 service
is maintained. All staff working on this flexible contract are required to
provide cover at short notice in order to maintain essential first line and
emergency services.

Any
other appropriate duties delegated by the Switchboard Supervisor.

Qualifications

Essential

• Able to follow verbal and written instructions.



• Good general education and literacy



• NVQ 2 or equivalent in call handling

Desirable

• B.T operator trained.



• Experience of using Microsoft packages.



• Educated to GCSE Standard

Skills & behaviours

Essential

• Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.



• Possesses a friendly helpful personality.



• Able to demonstrate resourcefulness and initiative.



• Promotes good working relationships within the team.



• Supervision is not available during all shifts. The candidate needs to be able to work unsupervised, recognise their own limitations and be able to identify when there is a need for escalation.



• Commits to on-going personal development through the Trusts Performance Review procedures.



• Ability to work in a team but also work independently when dealing with all calls



• Well-developed communication skills written-accuracy a key factor.



• Oral skills clarity essential.

Desirable

• Able to work flexible shift patterns and work out of hours as and when required.



• Able to fulfil Occupational Health requirements for the post.



• Able to demonstrate a commitment to working additional shifts for relief cover and needs of the service.



• Good attendance record.



• Ability to travel to work to meet with shift commitments.



• Willing to learn new tasks to develop the role.

Experience

Essential

• Able to interpret information with precision.



• Computer literate, able to work in a windows environment.



• Clear speaking voice/telephone manner.



• Able to retain and recall information.



• Able to recognise when procedure must be followed to direction and able to work within its parameters.



• Experience of working in a predominately operational telephone environment e.g. switchboard/call centre.



• Essential proven experience in the use of computerised technology.



• Excellent keyboard skills.



• Proven experience of working in a customer service environment.

Desirable

• Knowledge of hospital terminology and departments.



• Knowledge and experience of using a database.



• Experience of operating a computerised switchboard console.



• Experience in handling large volume call traffic.