Job summary
We are looking for an enthusiastic and motivated person to work in our busy Switchboard department based at Harefield Hospital.
You will be dealing with patients, relatives and clinical staff, directing their calls to the relevant departments and also alerting the hospital emergency teams and following processes for alerting Cardiac Arrests, Trauma Calls and Major Incidents. As you will be dealing with emergency calls, you should have the ability to deal with situations in a calm and professional manner.
You must demonstrate the ability to work as part of a close-knit team, show a commitment to providing the highest standard of service and possess excellent communication skills.
Main duties of the job
- make and receive calls as required following procedures and policies previously agreed with the Switchboard Manager.
- make and respond to emergency calls, alarms and incident procedures/gas and plant alarms and follow Telecom failure procedure.
- deal with cardiac arrests and testing of them, fire alarms, security and intrusion alarms, which require rapid critical help.
- deal with bleep and air call requests and keep accurate call log records.
- order stationery as required.
- keep a calm and professional demeanour under pressure.
About us
On 1st February 2021 the Royal Brompton and Harefield Hospitals became part of Guy's and St Thomas' NHS Foundation Trust - a truly once-in a generation development. Together, we are taking our first steps towards our vision of creating a brand-new centre of excellence, which will be the global leader in the research into and treatment of heart and lung disease in patients from pre-birth to old age. We are developing some exciting plans and we want you to join us - so come and help to change the shape of healthcare for our heart and lung patients world-wide.
Job description
Job responsibilities
- Answer all calls in a timely polite and helpful manner, ensuring a quality service to all clients.
- Use appropriate questioning techniques requiring effective relevant information from the caller, where necessary crossing barriers of understanding.
- Receiving and interpreting information, reassuring and negotiating correct pathway for the client to take them to the appropriate department.
- Based on the relevant information supplied by the caller, the information is acted upon, analysing a range of facts to ensure correct department/person is informed according to procedure.
- Be able to operate the switchboard with speed and accuracy to ensure all calls are efficiently directed.
- To provide high standards of personal care to internal and external agencies.
- To provide support to new members of staff to ensure guidelines from callers are regulated and uniformed.
- To be able to concentrate for long periods of time and respond with speed and accuracy to a range of situations.
- To be able to remain calm and persuasive in all situations, where appropriate use empathetic and negotiating skills to support clients.
- To be familiar with procedures and carry them out effectively in the event of an emergency ie: cardiac arrest/fire alarm and bomb threats.
- To cover for colleagues on annual leave/sickness. This may require changes to shift at short notice and variation to a regular shift pattern. This may involve some overtime to be worked.
- To offer advice to all users referring all calls where senior input is required to the Switchboard Manager.
- To advise the Switchboard Manager of any omissions in delay in staff information or number changes being received from Human Resources. Inform them of name changes and relevant information to be updated. Keep rotas updated.
- Programme and send off internal pagers and air calls for repair and also to fill in the
- Major Incident record sheet and photocopying.
- To make sure all shifts are covered within switchboard for annual leave and sickness.
- To come forward with ideas in improving existing ideas within switchboard.
- Change the rota board on a daily basis and keep it updated with any changes or alterations in conjunction with the on call rota book and Rota watch.
- Log all faults within switchboard with suppliers.
- Take LAS calls for primary admissions, following procedures to alert relevant staff
- Work effectively as a team member in a professional manner.
- To undertake any other duties as requested by Switchboard Manager commensurate with the grade.
- To contribute ideas for continued improvement within the department
- Communication
- Patient/customer care (both direct and indirect)
Policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.
Other duties
To undertake any other duties commensurate with the grade as requested.
Job description
Job responsibilities
- Answer all calls in a timely polite and helpful manner, ensuring a quality service to all clients.
- Use appropriate questioning techniques requiring effective relevant information from the caller, where necessary crossing barriers of understanding.
- Receiving and interpreting information, reassuring and negotiating correct pathway for the client to take them to the appropriate department.
- Based on the relevant information supplied by the caller, the information is acted upon, analysing a range of facts to ensure correct department/person is informed according to procedure.
- Be able to operate the switchboard with speed and accuracy to ensure all calls are efficiently directed.
- To provide high standards of personal care to internal and external agencies.
- To provide support to new members of staff to ensure guidelines from callers are regulated and uniformed.
- To be able to concentrate for long periods of time and respond with speed and accuracy to a range of situations.
- To be able to remain calm and persuasive in all situations, where appropriate use empathetic and negotiating skills to support clients.
- To be familiar with procedures and carry them out effectively in the event of an emergency ie: cardiac arrest/fire alarm and bomb threats.
- To cover for colleagues on annual leave/sickness. This may require changes to shift at short notice and variation to a regular shift pattern. This may involve some overtime to be worked.
- To offer advice to all users referring all calls where senior input is required to the Switchboard Manager.
- To advise the Switchboard Manager of any omissions in delay in staff information or number changes being received from Human Resources. Inform them of name changes and relevant information to be updated. Keep rotas updated.
- Programme and send off internal pagers and air calls for repair and also to fill in the
- Major Incident record sheet and photocopying.
- To make sure all shifts are covered within switchboard for annual leave and sickness.
- To come forward with ideas in improving existing ideas within switchboard.
- Change the rota board on a daily basis and keep it updated with any changes or alterations in conjunction with the on call rota book and Rota watch.
- Log all faults within switchboard with suppliers.
- Take LAS calls for primary admissions, following procedures to alert relevant staff
- Work effectively as a team member in a professional manner.
- To undertake any other duties as requested by Switchboard Manager commensurate with the grade.
- To contribute ideas for continued improvement within the department
- Communication
- Patient/customer care (both direct and indirect)
Policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.
Other duties
To undertake any other duties commensurate with the grade as requested.
Person Specification
Education & Experience
Essential
Desirable
- NVQ Customer Care
- Customer service experience
IT skills
Essential
Working enviroment
Essential
- Ability to work unsupervised
Person Specification
Education & Experience
Essential
Desirable
- NVQ Customer Care
- Customer service experience
IT skills
Essential
Working enviroment
Essential
- Ability to work unsupervised
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).
