Job summary
Reporting to the Switchboard Supervisor this position will be responsible for answering and managing all calls that are received at the Princess Alexandra NHS Trust Switchboard.
This position will be responsible for the monitoring and management of all alarms in the Switchboard department.
There will be the requirement for flexible working to ensure there is appropriate cover at all times for Switchboard to ensure all calls are answered and managed within a timely and professional manner.
shift pattern is as follows:
Nights 21:30 - 07:00, Lates 14:00-22:00pm
Week 1 - Monday - Night / Thur - Night
Week 2 - Tuesday - Night / Thur - Night
Week 3 - Monday - Night / Thur - Night / Sunday - Late
Week 4 - Thurs - Night / Saturday - Late / Sunday - Night
Main duties of the job
Respond to all internal and external calls in a confident, courteous and polite manner, regardless of the sometimes difficult, distressing and lengthy calls that have to be handled
Be conversant with all associated information relevant to the switchboard i.e. all emergency procedures and policies, implement and act accordingly as and when required
Implement the Major Incident Policy in conjunction with Senior Management, Ambulance Services and Police etc
Cover reception duties and deal with all enquiries as required.
About us
The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop's Stortford, and St Margaret's Hospital in Epping.
We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop's Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.
Our Values
The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:
Patient at heart - Always holding the patient and their wellbeing at the centre of our thoughts and efforts
Everyday excellence - Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both
Creative collaboration - Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care
The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level
Job description
Job responsibilities
Issue and receive Departmental and Accommodation keys, ensuring they are both signed in and out of the department by authorised individuals and are stored securely.
Issue batteries for pagers/bleeps as required, ensuring individuals signature is obtained.
Monitor all alarm systems and take appropriate action as determined by the local policy / procedure.
Be familiar with and operate the internal bleeping system, act accordingly to procedures for emergencies, i.e. Team calls for Cardiac Arrest, Trauma, Fire etc.
Complete daily test calls for emergency team group bleeps (as above) via the internal bleep system.
Pass messages to holders of external pagers via the paging bureau.
Liaise and inform Security/ Portering Supervisor in the event of disturbances.
Update doctors on-call board, and all information boards as required
Complete all management, departmental and doctors on-call rota sheets daily using information provided in on-call rota files and amend as required
Be aware of staff on-call rotas and amend if required, ensuring the necessary information is passed onto colleagues and other staff
Contact on-call staff as required via internal bleep system, pager or telephone.
Undertake booking of Transport out of hours as required by liaising with contracted provider
Participate in training and guidance of all new and temporary staff.
To fully utilise the directory by use of a visual display unit and to report alterations, queries and amendments.
The role is based on shifts and there will be a need to cover the night shifts as and when required.
Job description
Job responsibilities
Issue and receive Departmental and Accommodation keys, ensuring they are both signed in and out of the department by authorised individuals and are stored securely.
Issue batteries for pagers/bleeps as required, ensuring individuals signature is obtained.
Monitor all alarm systems and take appropriate action as determined by the local policy / procedure.
Be familiar with and operate the internal bleeping system, act accordingly to procedures for emergencies, i.e. Team calls for Cardiac Arrest, Trauma, Fire etc.
Complete daily test calls for emergency team group bleeps (as above) via the internal bleep system.
Pass messages to holders of external pagers via the paging bureau.
Liaise and inform Security/ Portering Supervisor in the event of disturbances.
Update doctors on-call board, and all information boards as required
Complete all management, departmental and doctors on-call rota sheets daily using information provided in on-call rota files and amend as required
Be aware of staff on-call rotas and amend if required, ensuring the necessary information is passed onto colleagues and other staff
Contact on-call staff as required via internal bleep system, pager or telephone.
Undertake booking of Transport out of hours as required by liaising with contracted provider
Participate in training and guidance of all new and temporary staff.
To fully utilise the directory by use of a visual display unit and to report alterations, queries and amendments.
The role is based on shifts and there will be a need to cover the night shifts as and when required.
Person Specification
Qualifications
Essential
- Good General Education to "O"/GCSE level standard
Experience
Essential
- Experinece in a switchboard/call centre enviroment
- Good communication & Listening skills
- Good interpersonal skills
- Ability to work in a very busy area and maintain professionalism Ability to prioritise workloads
Skills
Essential
- Basic IT keyboard skills
- Ability to adapt to change where required
- Ability to work as a team member
- Ability to work unsupervised
Desirable
- Microsoft Office Skills
- Unified Communications Experience Previous Experience working in a Switchboard environment for an NHS Trus
Person Specification
Qualifications
Essential
- Good General Education to "O"/GCSE level standard
Experience
Essential
- Experinece in a switchboard/call centre enviroment
- Good communication & Listening skills
- Good interpersonal skills
- Ability to work in a very busy area and maintain professionalism Ability to prioritise workloads
Skills
Essential
- Basic IT keyboard skills
- Ability to adapt to change where required
- Ability to work as a team member
- Ability to work unsupervised
Desirable
- Microsoft Office Skills
- Unified Communications Experience Previous Experience working in a Switchboard environment for an NHS Trus
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.
