Switchboard Operator (XN02)

Job responsibilities

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 / 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 appropriate 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.

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.

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

Other criteria

Essential

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

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.
• Commits to on-going personal development through the Trusts Performance Review procedures.
• 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.
• Ability to work in a team but also work independently when dealing with all calls