Job summary
First point of contact for the telecommunication service of Alder Hey Hospital. Operators are responsible for providing a responsive and efficient switchboard information service 24/7 -365 days of the year.
to carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times to all service users. Operators are required to use their own initiative when dealing with situations outside the parameters of procedures. altering work patterns when procedures change.
Main duties of the job
- To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GP's, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
- To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents', visitors, severe mental health patients, users' with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
- To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests
- To be operationally accountable for notifying internal / external stakeholders of the activation of the Alder Hey's Major Incident Procedure a including liaising with external agencies as Police, Ambulance, Fire, etc.
- To receive and handle complex on call rotas for medical / non-medical staff on a weekly / monthly basis and amend as necessary daily to ensure a timely and efficient emergency on-call service is available at all times from switchboard.
- To carry out daily testing of Alder Hey's emergency groups via the bleep systems and recording the results of the tests on appropriate databases. To provide accurate details of the test results to managers for any further required investigation.
About us
Confidentiality: In line with the Data Protection Act 1998 and the Caldicott Principles of Confidentiality, the post holder will be expected to maintain confidentiality in relation to personal and patient information including clinical and non-clinical records, as outlined in the contract of employment. This legal duty of confidentiality continues to apply after an employee has left the Trust's employment. The post holder may access information only on a need to know basis in the direct discharge of duties and divulge information only in the proper course of duties.
Safeguarding: Maintain a high standard of patient confidentially and work within the Trust policies regarding safeguarding.
Equality and Diversity: All staff have a personal responsibility under the Equality Act 2010 to ensure they do not discriminate, harass, or bully or contribute to the discrimination, harassment or bullying of any colleague(s) or visitors or condone discrimination or bullying by others. The post holder will be responsible for promoting diversity and equity of opportunity across all areas of your work. This applies to service delivery as an employee and for anyone who you may be working with. You will be made aware of your responsibilities to uphold organisational policies and principles on the promotion of equality valuing diversity and respecting people's human rights as part of your everyday practice.
Job description
Job responsibilities
- To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GPs, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
- To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
- To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests
- And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.
- To be operationally accountable for notifying internal / external stakeholders of the activation of the Alder Heys Major Incident Procedure and for contacting all relevant staff that may or may not be on site at the time of implementation including liaising with external agencies as Police, Ambulance, Fire, etc.
- To receive and handle complex on call rotas for medical / non-medical staff on a weekly / monthly basis and amend as necessary daily to ensure a timely and efficient emergency on-call service is available at all times from switchboard.
- Daily interpretation and completion of complex on call rotas accurately recording any changes to on call rotas received by either telephone / fax updating and amending as appropriate. Drafting this information on to notice boards in switchboard for continuous daily use.
- To carry out daily testing of Alder Heys emergency groups via the Multi-tone bleep systems and recording the results of the tests on appropriate databases. To provide accurate details of the test results to managers for any further required investigation.
- To participate in the Doctors changeover on a continuous basis which involves responsibility of all aspect of issuing bleeps e.g. ensuring adequate bleeps are available, information files amended detailing the new doctors changes, issuing / receiving of bleeps / pagers, and questioning / documenting additional information of new doctors home / mobile telephone numbers, etc.
- To complete an Alder Hey incident form as a result of a bleep / pager holder not responding to alerts. Ensuring details are recorded of the holder advising of a change to the on call arrangement without prior notification of switchboard to amend bleep / pager information at a later time.
- To replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the bleep / pager functionality to all new users as required.
- Responsibility for changing or re-programming any faulty bleeps / pagers ensuring grouping details, cardiac / crash details, fire, etc. to enable the holder to provide a suitable response to emergency situations.
- Accountable for registering all changes of information relating to local, national hospitals, health centres and clinic telephone numbers together with other institutions relevant to Alder Hey. Details will be recorded / inputted onto the switchboard database by the operator.
- To act-up to the appropriate level of accountability in the absence of a manager, to deal professionally with consultants, nurse practitioners and colleagues who physically visit the switchboard for a variety of reasons e.g. changing of faulty bleeps, radio pagers, emergency calls and complaints.
- To operate Alder Heys information systems to identify the location of patients in accordance with the Data Protection Act.
- To be accountable for the implementation of the switchboard / telecommunication management centre agreed standard operational procedure (SOP) to ensure thecontinuity of service when a telecommunication line / network failure has been identified using initiative for various faults / organising contingency plans.
- To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.
- To promote and adhere to safe working practices ensuring that all equipment is in safe working order prior to use and any identified faults or defects are reported immediately to the appropriate person / department.
- To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Heys Policies and Procedures
- Booking of out of hours transport (taxi) within accordance to the transport policy in accordance with Alder Heys Policies and Procedures.
Job description
Job responsibilities
- To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GPs, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
- To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
- To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests
- And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.
- To be operationally accountable for notifying internal / external stakeholders of the activation of the Alder Heys Major Incident Procedure and for contacting all relevant staff that may or may not be on site at the time of implementation including liaising with external agencies as Police, Ambulance, Fire, etc.
- To receive and handle complex on call rotas for medical / non-medical staff on a weekly / monthly basis and amend as necessary daily to ensure a timely and efficient emergency on-call service is available at all times from switchboard.
- Daily interpretation and completion of complex on call rotas accurately recording any changes to on call rotas received by either telephone / fax updating and amending as appropriate. Drafting this information on to notice boards in switchboard for continuous daily use.
- To carry out daily testing of Alder Heys emergency groups via the Multi-tone bleep systems and recording the results of the tests on appropriate databases. To provide accurate details of the test results to managers for any further required investigation.
- To participate in the Doctors changeover on a continuous basis which involves responsibility of all aspect of issuing bleeps e.g. ensuring adequate bleeps are available, information files amended detailing the new doctors changes, issuing / receiving of bleeps / pagers, and questioning / documenting additional information of new doctors home / mobile telephone numbers, etc.
- To complete an Alder Hey incident form as a result of a bleep / pager holder not responding to alerts. Ensuring details are recorded of the holder advising of a change to the on call arrangement without prior notification of switchboard to amend bleep / pager information at a later time.
- To replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the bleep / pager functionality to all new users as required.
- Responsibility for changing or re-programming any faulty bleeps / pagers ensuring grouping details, cardiac / crash details, fire, etc. to enable the holder to provide a suitable response to emergency situations.
- Accountable for registering all changes of information relating to local, national hospitals, health centres and clinic telephone numbers together with other institutions relevant to Alder Hey. Details will be recorded / inputted onto the switchboard database by the operator.
- To act-up to the appropriate level of accountability in the absence of a manager, to deal professionally with consultants, nurse practitioners and colleagues who physically visit the switchboard for a variety of reasons e.g. changing of faulty bleeps, radio pagers, emergency calls and complaints.
- To operate Alder Heys information systems to identify the location of patients in accordance with the Data Protection Act.
- To be accountable for the implementation of the switchboard / telecommunication management centre agreed standard operational procedure (SOP) to ensure thecontinuity of service when a telecommunication line / network failure has been identified using initiative for various faults / organising contingency plans.
- To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.
- To promote and adhere to safe working practices ensuring that all equipment is in safe working order prior to use and any identified faults or defects are reported immediately to the appropriate person / department.
- To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Heys Policies and Procedures
- Booking of out of hours transport (taxi) within accordance to the transport policy in accordance with Alder Heys Policies and Procedures.
Person Specification
Experience
Desirable
- Previous switchboard /call centre experience or dealing with customers via a telephone system
- experience of dealing with members of the public
Essential
Essential
- Proven IT Qualification
- Good standard of Education
Desirable
Essential
- Experience in a NHS enviroment
Knowledge
Essential
- Knowledge of Modern IT technology & systems
- The ability of to be proactive and support change
Desirable
- Basic knowledge of Medical terminology
Skills
Essential
- Computer literate in word & Excel
- Excellent Communication skills
- Remain calm and professional under conflict and emergency situations
Person Specification
Experience
Desirable
- Previous switchboard /call centre experience or dealing with customers via a telephone system
- experience of dealing with members of the public
Essential
Essential
- Proven IT Qualification
- Good standard of Education
Desirable
Essential
- Experience in a NHS enviroment
Knowledge
Essential
- Knowledge of Modern IT technology & systems
- The ability of to be proactive and support change
Desirable
- Basic knowledge of Medical terminology
Skills
Essential
- Computer literate in word & Excel
- Excellent Communication skills
- Remain calm and professional under conflict and emergency situations
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).
