Job summary
At West Suffolk Hospital an exciting opportunity has arisen to join the Switchboard Team. We are recruiting for Switchboard Operators who can share our vision and can be guided by our Trust's core values of First for our patients, staff, and the future.
The job role within the switchboard office is varied, our priority is answering the telephone calls, in January we answered 28,982 calls and in February 26,270, the calls come into the switchboard via different lines and are answered in the following order, The Emergency Calls, The Emergency Communication Calls, The GP Calls, the External Calls, The Internal Calls and each operator has their own internal extension.
The high priority call to answer is the Emergency line, In January we took 506 Emergency Calls and in February 447 Emergency Calls. On many occasions these emergency's calls are not straight forward and we have to use our initiative to get a good outcome.
We want to attract individuals who embrace our values of compassion, a commitment to quality of care and working together for patients and the public. These values will guide our decision making and drive our success.
Main duties of the job
- Emergency calls that are made to the switchboard, these are usually via a 2222 call, these include Maternity Emergencies, Paediatric Emergencies, Cardiac Arrests, Stroke Alerts, Stroke Thrombolysis, Massive Blood Loss, Traumas and RPI's. These groups are tested on a daily basis to ensure all emergency bleeps are working correctly, following an emergency call we are responsible for getting the on-call teams to the right place, procedures vary slightly in hours and out of hours.
- External Emergency calls to the Fire Brigade and Police.
- On- call Rotas for all departments within the trust, we check these rotas on a daily basis and transfer this information onto our Doctors Board and issue a daily on call list to various individuals across the trust.
- The booking of contract taxis, these can be to take a patient home, to take patients medication or belongings home, arrange the transfer of pathology samples to other hospitals, to transfer staff who are working at other trusts or collecting staff who have gone on a transfer with a patient to another hospital, we also book the contract taxis for the psychic liaison team for patients who are being discharged from A & E.
- Assisting Site Manager for issuing Radios to the on- call teams in the event of switchboard or bleep system failure.
- Out of hours we are responsible for the Accommodation, we hold the key's for staff to collect who have booked to stay and issue spare keys for any staff needing to stay in an emergency.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Job summary:
- To operate the switchboard dealing with all enquiries from staff, patients and the general public in a courteous and efficient manner.
- To provide an on-going telephone service and support to staff, patients and the general public.
- Available to cover rota duties over a 24 hour / 7 day a week rota pattern.
Job responsibilities:
KEY TASKS:
Communication and Team Working
- Taking part in the telephonists rota to maintain continuous 24 - hour cover on the switchboard at the West Suffolk Hospital.
- Act as the first point of contact for both West Suffolk NHS Foundation Trust and Norfolk and Suffolk NHS Foundation Trust (formerly Suffolk Mental Health Partnership), for all day to day queries, and out of hours procedures.
- To operate and route calls for Norfolk and Suffolk NHS Foundation Trust both at the West Suffolk Hospital site and at the Hospital Road site.
- To operate and access computerised patient information system (Ecare) to ensure correct routing of calls to patient from friends/family members.
- To have a close awareness of departments including their functions and services so as to effectively route calls and communicate information. Includes awareness of medical phrases and conditions, and of clinic times and staff availability.
- Co-ordinate and participate in all on-site, and off-site on-call procedures, including the updating of the Medical Staffing On-Call Rota board.
Planning and Organising
- To arrange signing for keys.
- Liaise with staff for accommodation including signing of contracts, issue and receipt of room keys. Provide basic induction regarding on site services, hours of access to hospital, library, bus routes, and local services such as banks, taxis, and laundry services.
- Participate in the testing and monitoring of staff response to call-out procedures e.g. Cardiac Bleep, Major Incident and Area tests etc.
- First point of contact for any emergency, such as cardiac arrest, fire, panic alarms, boiler and medical gas alarms, all building services alarms and MAJAX. Co-ordinate response teams and pass information accurately and in a timely manner.
- Follow all documented out of hours procedures in response to all automated and staff generated requests.
- To report faults in the telephone and paging systems and alarms connected in the department.
- To record and report necessary changes in switchboard records for update by Team Leader.
- Process requests for taxi services made through the hospital switchboard.
- To convey any complaints arising regarding the telephone service to the appropriate source as necessary.
- Maintain a clean working environment, including cleaning of equipment.
Managing People and Resources
- Issue bleeps and batteries, and reprogram bleeps.
- Provide instruction on the use of bleep equipment.
- Accept deliveries of any and all items 24 hours a day, and arrange their delivery onward within the organisation.
Training and Teaching
- Training of new switchboard staff on hospital and departmental procedures.
- Training staff in use of internal bleeps, telephone features (diverts, camp and conference calls) etc.
- Undertake all mandatory and other appropriate training and development courses as identified, in order to provide a high - quality service.
- To participate in appraisal and personal development scheme.
- To comply with all Trust policies and procedures.
The duties outlined above are subject to changes, after consultation with post holder, which meet the needs of the service as a result of the full implementation of the Trust Plans.
The post holder will be required to undertake such other duties as may from time to time be delegated by the Switchboard Management Team, after appropriate consultation with the post holder.
Job description
Job responsibilities
Job summary:
- To operate the switchboard dealing with all enquiries from staff, patients and the general public in a courteous and efficient manner.
- To provide an on-going telephone service and support to staff, patients and the general public.
- Available to cover rota duties over a 24 hour / 7 day a week rota pattern.
Job responsibilities:
KEY TASKS:
Communication and Team Working
- Taking part in the telephonists rota to maintain continuous 24 - hour cover on the switchboard at the West Suffolk Hospital.
- Act as the first point of contact for both West Suffolk NHS Foundation Trust and Norfolk and Suffolk NHS Foundation Trust (formerly Suffolk Mental Health Partnership), for all day to day queries, and out of hours procedures.
- To operate and route calls for Norfolk and Suffolk NHS Foundation Trust both at the West Suffolk Hospital site and at the Hospital Road site.
- To operate and access computerised patient information system (Ecare) to ensure correct routing of calls to patient from friends/family members.
- To have a close awareness of departments including their functions and services so as to effectively route calls and communicate information. Includes awareness of medical phrases and conditions, and of clinic times and staff availability.
- Co-ordinate and participate in all on-site, and off-site on-call procedures, including the updating of the Medical Staffing On-Call Rota board.
Planning and Organising
- To arrange signing for keys.
- Liaise with staff for accommodation including signing of contracts, issue and receipt of room keys. Provide basic induction regarding on site services, hours of access to hospital, library, bus routes, and local services such as banks, taxis, and laundry services.
- Participate in the testing and monitoring of staff response to call-out procedures e.g. Cardiac Bleep, Major Incident and Area tests etc.
- First point of contact for any emergency, such as cardiac arrest, fire, panic alarms, boiler and medical gas alarms, all building services alarms and MAJAX. Co-ordinate response teams and pass information accurately and in a timely manner.
- Follow all documented out of hours procedures in response to all automated and staff generated requests.
- To report faults in the telephone and paging systems and alarms connected in the department.
- To record and report necessary changes in switchboard records for update by Team Leader.
- Process requests for taxi services made through the hospital switchboard.
- To convey any complaints arising regarding the telephone service to the appropriate source as necessary.
- Maintain a clean working environment, including cleaning of equipment.
Managing People and Resources
- Issue bleeps and batteries, and reprogram bleeps.
- Provide instruction on the use of bleep equipment.
- Accept deliveries of any and all items 24 hours a day, and arrange their delivery onward within the organisation.
Training and Teaching
- Training of new switchboard staff on hospital and departmental procedures.
- Training staff in use of internal bleeps, telephone features (diverts, camp and conference calls) etc.
- Undertake all mandatory and other appropriate training and development courses as identified, in order to provide a high - quality service.
- To participate in appraisal and personal development scheme.
- To comply with all Trust policies and procedures.
The duties outlined above are subject to changes, after consultation with post holder, which meet the needs of the service as a result of the full implementation of the Trust Plans.
The post holder will be required to undertake such other duties as may from time to time be delegated by the Switchboard Management Team, after appropriate consultation with the post holder.
Person Specification
Education & Qualification
Essential
- GCSE at A-C (or equivalent) qualifications to demonstrate a good standard of general education.
- Basic skills in literacy and numeracy.
Desirable
- NVQ in Customer Services, or willing to work towards.
Experience
Essential
- Experience of working within a customer service role/environment.
Desirable
- Experience of working in a switchboard environment.
- Experience of working in an acute hospital environment.
Skills & Knowledge
Essential
- Good communication skills with the ability to develop effective working relationships throughout the organisation
- Good organisational skills and the ability to address and develop solutions to problems
- Ability to work on own initiative and as part of a team.
- Evidence of good written and verbal communication skills.
- Able to follow written instructions and procedures
- Good attention to detail.
Personal Qualities
Essential
- Ability to work alone, unsupervised, whilst remaining able to prioritise conflicting demands.
- Ability to cope with demanding and stressful situations.
- Flexible approach to working hours with the ability to cover rota duties over a 24 hour / 7 day a week rota pattern
- Dedication and commitment to the team.
- Customer focused with a pleasant telephone manner.
- Approachable and tactful.
Person Specification
Education & Qualification
Essential
- GCSE at A-C (or equivalent) qualifications to demonstrate a good standard of general education.
- Basic skills in literacy and numeracy.
Desirable
- NVQ in Customer Services, or willing to work towards.
Experience
Essential
- Experience of working within a customer service role/environment.
Desirable
- Experience of working in a switchboard environment.
- Experience of working in an acute hospital environment.
Skills & Knowledge
Essential
- Good communication skills with the ability to develop effective working relationships throughout the organisation
- Good organisational skills and the ability to address and develop solutions to problems
- Ability to work on own initiative and as part of a team.
- Evidence of good written and verbal communication skills.
- Able to follow written instructions and procedures
- Good attention to detail.
Personal Qualities
Essential
- Ability to work alone, unsupervised, whilst remaining able to prioritise conflicting demands.
- Ability to cope with demanding and stressful situations.
- Flexible approach to working hours with the ability to cover rota duties over a 24 hour / 7 day a week rota pattern
- Dedication and commitment to the team.
- Customer focused with a pleasant telephone manner.
- Approachable and tactful.
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.
