Telephonist

Job description

Job responsibilities

To receive and re-direct telephone calls to the appropriate departments in an efficient friendly manner

To maintain a helpful and confident manner when dealing with patients, visitors and staff in order to promote the caring and professional image of the Trust.

To assist the general public with directions and enquiries at the reception window, which may include but not exclusive to PPE, patient transfers via porters, etc

To operate the hospital bleep system including daily tests, dealing with faults and to issue batteries as required and recycle the batteries

To issue and maintain records of key allocation and door codes for key personnel

To monitor and escalate the emergency numbers 2222 & 3333, at all times

To support on the activation of emergency procedures in the event of fire, cardiac arrest, maternity emergencies and major emergencies and to inform appropriate personnel

To maintain all appropriate records including on-call rotas, on-call mobile phone numbers

Programme the on-call phones to the relevant on call consultants

To provide on-call lists for the relevant wards and departments

To deal with requests for access from the general public to hospital wards in an efficient and friendly manner

To deal and escalate requests for non-emergency transport from wards and departments using SWFT logistics

Follow set procedures when reporting faults with equipment

To regularly carry out the testing the emergency red phones throughout the hospital

To initial assist and escalate the emergency lift phones/communication as and when required.

To support in the regular testing of alarms and systems in conjunction with Estates

To regularly monitor alarm panels and report any issues to security, porters or estates, blood bank, or any other associated team

To liaise with Estates out of hours on-call staff with regard to issues relating to maintenance for all South Warwickshire NHS Foundation Trust Hospitals. Warwick, Stratford, Rehab, Ellen Badger.

To be the primary site contact for calls relating to patient transfers/discharges for via the agree logistics service provider

Update the internal telephone directory from the starters and leavers list

To support the internal postal team relating to mail redirecting around the Trust which cannot be identified

To support queries relating to car parking in the absence of the Security team

To take all necessary care for the security of equipment and information

To co-operate with colleagues and management to ensure the health and safety of themselves and others

To liaise with relevant personnel and co-ordinate any queries concerning the mortuary out of hours

To contact and assist, if applicable, the on-call manager with regard to out of hours queries

Regular use of the Trust computerised Patient Administration System Lorenzo to locate patients and assist with enquiries

To communicate and respond to patients and/or departments that contact the Trust whom are hard of hearing, via the dedicated handset

To liaise with Medical staffing about locum Doctors

To issue locum packs, identity badges and accommodation keys

To provide the support for issuing of temporary ID cards which may need required out of hours

Sign out fall back smart card for A&E staff when necessary

Deal with contractors, out of hours, upon request

To accept and forward any calls/information for a number of complex teams around the Trust, out of hours

Hand out Rheumatology prescriptions and blood forms to patients obtaining signatures

To be a primary contact for access to the main hospital site, out of hours, for patients, visitors and staff via the intercom

There will be a requirement to work alone and unsupervised from 5pm Monday to Friday, weekends and some bank holidays

Communications and Working Relationships

To have good interpersonal skills and to be able to communicate with all levels of staff, patients, visitors and all hospital users

Person Specification

Qualifications

Essential

• Level 3 education or equivalent experience
• Communications and customer relations skills

Experience

Essential

• Previous experience working in telecommunications services

Desirable

• Experience gained preferably within the NHS

Skills

Essential

• Good verbal communication skills
• Good organisational skills
• Ability to plan workload and work under pressure
• Good working knowledge of confidentiality
• Computer keyboard skills for data entry
• Able to work independently and as a part of a team, referring to supervisor as needed

Personal Qualities

Essential

• Articulate and polite
• Responsible and reliable
• Co-operative and flexible worker
• Able to work as part of a team
• Good organisational skills
• Able to concentrate on tasks and change priorities as the role requires

Other

Essential

• Able to work on a shift basis
• Willingness to work additional hours
• Able to work unsupervised and alone out of hours and weekends

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

SWFT Clinical Services Ltd

Address

Warwick Hospital

Lakin Road

Warwick

CV34 5BW

Employer's website

https://swftclinicalservices.co.uk/default.aspx (Opens in a new tab)