Job summary
The call centre is the main communications for the Liverpool University Hospital NHS Foundation Trust. We receive approximately 130,000 calls per month and 20000 outpatient appointment calls per month.
We are looking for an enthusiastic individual to join the team.
We are offering one 37.5 hour post with no set work pattern; you will be working according to the needs of the service. Previous roles in a similar environment preferential as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and work part of a team.
The department operates on a 24/7 service including all bank holidays and weekends, so flexible approach to work is required.Candidates who have applied previously (within the last 6 months) are asked not to re-apply.
Main duties of the job
- Answering hundreds of calls daily handling queries quickly and efficiently using bespoke software packages to do so.
- Manning hospital emergency call line and liaising with correct emergency teams.
- Upkeep and maintenance of hospital paging system.Monitor and report critical gas alarms for repair.
- Report lift entrapments and liaise with those entrapped.
- Operating the iPM system for Outpatient Appointments, Patient Enquiries.
- NWAS Northwest Ambulance booking service
About us
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.
The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.
It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.
To hear more about our achievements click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow us on Social Media:
Facebook - Liverpool University Hospitals Careers
Instagram - @LUHFTcareers
Twitter - @LUHFTcareers
Job description
Job responsibilities
- Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
- Operating internal and external paging systems for on-call staff and keeping associated records.
- Operating alarm systems and keeping associated records.
- Reception and general clerical duties
- Updating patient information
- Re-booking patient appointments
- Patient search/enquiries
- Booking transportation
- Reporting telephone faults to the Communications Supervisor
- Operating the taxi system and keeping associated records.
- Responsible for maintaining a clean and tidy work station.
- Other appropriate duties as allocated by the supervisor/manager.
Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.
In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.
Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.
Job description
Job responsibilities
- Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
- Operating internal and external paging systems for on-call staff and keeping associated records.
- Operating alarm systems and keeping associated records.
- Reception and general clerical duties
- Updating patient information
- Re-booking patient appointments
- Patient search/enquiries
- Booking transportation
- Reporting telephone faults to the Communications Supervisor
- Operating the taxi system and keeping associated records.
- Responsible for maintaining a clean and tidy work station.
- Other appropriate duties as allocated by the supervisor/manager.
Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.
In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.
Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.
Person Specification
Qualifications
Essential
Experience
Essential
- Telephonist experience/Call Centre
Knowledge
Desirable
- Knowledge of medical terminology
- Hospital knowledge and experience
Skills
Essential
- Computer skills
- Excellent communication skills
Other
Essential
- Work well using own initiative and within a team
- Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover
Person Specification
Qualifications
Essential
Experience
Essential
- Telephonist experience/Call Centre
Knowledge
Desirable
- Knowledge of medical terminology
- Hospital knowledge and experience
Skills
Essential
- Computer skills
- Excellent communication skills
Other
Essential
- Work well using own initiative and within a team
- Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover
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.
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).
Additional information
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.
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).
