Telephonist Position (SSL)

Job description

Job responsibilities

The post holder will work with all levels of staff, including clinicians and senior managers, contractors, stakeholders associated with the Trust including clinicians and system users.

Communicates effectively with external stakeholders (GPs, other hospitals, Ambulance services, local authorities, police and council), dealing with service or general queries, together with taking appropriate action.

Responsible for receiving and providing information which can be of a sensitive nature and is often complex and detailed on a regular basis.

Organises own work, flexibility required switching from admin tasks, reporting or analysis to answering phone throughout the shift in order to provide an accurate and timely service.

To ensure the switchboard is manned at all times and calls are answered quickly and politely and routed to appropriate departments/personnel

Answer the emergency phone immediately, and respond to emergency by call out correct emergency team.Record call and action on appropriate record sheet

Attend to Main Reception duties giving a courteous service to enquirers outside office hours

To allocate and issue accommodation and keys via the Trusts Accommodation Booking system

Inform relevant staff of medical gas shortages, fire alarms and other alarms which are linked to switchboard

To take payment for parking, accommodation and prescription charges either with cash or using the Chip and Pin terminal for card payments.Record payments on the relevant form including refunds

Attend to the car parking assistance call system, dealing with calls using own initiative and call relevant personnel regarding car park system failure when necessary

To issue keys to relevant personnel, checking ID, and record their distribution on the key database

To be fully aware of the fire alarm procedure

To be fully aware of the major incident procedure

The position involves lone working out of hours

Answer calls for the EFM helpdesk on ext 4444 and report the faults on FM first

Provide support to the EFM admin team as required

Book contract taxis when requested and keep a central record

The post holder will be expected to support the training and development of new colleagues

Ensuring all alarms and faults are reported, communicated clearly and actioned 24/7 in a timely manner and ensuring the correct staff are contacted for the alarm and the time of day.

Keep a record of all actions taken in a major incident

Comply with all SSL Policies and Procedures including (but not exclusively), Quality, Environmental Equality, Diversity, Safety, Human Resources and Financial.

Be fully conversant with the Switchboards emergency procedures, including those for a Major Incident and fire security, cardiac arrests etc developed through training.

Undertakes surveys or audits when necessary for own work.

Competently operate the PC based ARC consoles and operator workstation equipment to provide a standard and consistent level of service in an efficient and cost effective manner.

Person Specification

Qualifications

Essential

• Good general education (GCSEs) including English and mathematics or equivalent
• Relevant vocational qualification(equivalent to Microsoft Office MOST, ECDL or related qualification
• City & Guilds / NVQ 2 level or equivalent experience willing to completed vocational level 3 within agreed time scale
• NVQ Customer Services or equivalent experience.

Desirable

• Vocational level 3 /BTEC) in IM&T or information systems related subject (or relevant experience in IM&T environment)

Experience

Essential

• Experience of providing customer focussed service
• Proficient IT skills including keyboard skills and experience of Microsoft packages
• Experience of effective communication including with distressed, anxious or angry individuals and able to escalate where appropriate
• Proven administration work

Desirable

• NHS Switchboard / Call centre experience
• Experience of variable shift working

Additional Criteria

Essential

• Willingness to learn
• Concentration is required when dealing with customers
• Able to deal with sensitive callers
• Frequent VDU use
• Long periods of sitting
• Flexible approach to working hours & practices
• Professional appearance, behaviour, and attitude
• Ability to remain calm and work effectively in stressful
• A calm, caring and empathic attitude towards patients, visitors, relatives & colleagues which is aligned with the NHS Values
• Awareness and respect for colleagues, patients and relatives cultural, religious and emotional needs and beliefs

Desirable

• Previous experience of healthcare or large complex organisation

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.

Employer details

Employer name

Somerset NHS Foundation Trust

Address

Yeovil District Hospital

Higher Kingston

Yeovil

Somerset

BA21 4AT

Employer's website

https://www.somersetft.nhs.uk/ (Opens in a new tab)