Job summary
Previous applicants need not apply
The call centre is the main communications for the Liverpool University Hospital NHS Foundation Trust. We receive approximately 130,000 calls per month and 20000 outpatient appointment calls per month.
We are looking for an enthusiastic individual to join the team.
We are offering one 37.5 hour post with no set work pattern; you will be working according to the needs of the service. Previous roles in a similar environment preferential as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and work part of a team.
The department operates on a 24/7 service including all bank holidays and weekends, so flexible approach to work is required.Candidates who have applied previously (within the last 6 months) are asked not to re-apply.
This post is open to employees of the five LAASP organisations. By proceeding, you are confirming that you are a current employee of The Clatterbridge Centre, Liverpool Heart and Chest Hospital, Liverpool University Hospitals, Liverpool Women's Hospital or, The Walton Centre. Confirmation will be sought for all successful applicants via an IAT. Offers will be withdrawn if the successful applicant is found not to be an employee of a LAASP organisation. Please select Yes to confirm you are an employee as stated and to proceed with an application.
Main duties of the job
Answering hundreds of calls daily handling queries quickly and efficiently using bespoke software packages to do so.
Manning hospital emergency call line and liaising with correct emergency teams.
Upkeep and maintenance of hospital paging system.Monitor and report critical gas alarms for repair.
Report lift entrapments and liaise with those entrapped.
Operating the iPM system for Outpatient Appointments, Patient Enquiries
NWAS Northwest Ambulance booking service
About us
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.
UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.
For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.
Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.
For roles at Liverpool Women's, visit their careers page.
Job description
Job responsibilities
Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
Operating internal and external paging systems for on-call staff and keeping associated records.
Operating alarm systems and keeping associated records.
Reception and general clerical duties
Updating patient information
Re-booking patient appointments
Patient search/enquiries
Booking transportation
Reporting telephone faults to the Communications Supervisor
Operating the taxi system and keeping associated records.
Responsible for maintaining a clean and tidy work station.
Other appropriate duties as allocated by the supervisor/manager.
Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.
In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.
Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.
Job description
Job responsibilities
Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
Operating internal and external paging systems for on-call staff and keeping associated records.
Operating alarm systems and keeping associated records.
Reception and general clerical duties
Updating patient information
Re-booking patient appointments
Patient search/enquiries
Booking transportation
Reporting telephone faults to the Communications Supervisor
Operating the taxi system and keeping associated records.
Responsible for maintaining a clean and tidy work station.
Other appropriate duties as allocated by the supervisor/manager.
Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.
In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.
Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent
Desirable
- NVQ level 2 in customer service or equivalent
Experience
Essential
- Demonstrable experience as a Telephonist/call centre staff /helpdesk staff
- Excellent IT skills with knowledge and experience of Microsoft products
- Able to work under pressure in a sensitive environment
- Be able to make decisions
Desirable
Knowledge
Essential
- Self-motivated and able to work with limited supervision
- Manage/prioritise own work load
Desirable
- Knowledge of medical terminology
- Hospital knowledge and experience
Skills
Essential
- Computer and keyboard skills
- Clear verbal communication skills
- Excellent listening skills/ability to interpret requirements
- Microsoft Word, Outlook, Excel
- To have an organised and systematic approach to tasks
- Able to work under pressure
- Ability to use phone/headphones and keyboard simultaneously
Other
Essential
- Work well using own initiative and within a team
- Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent
Desirable
- NVQ level 2 in customer service or equivalent
Experience
Essential
- Demonstrable experience as a Telephonist/call centre staff /helpdesk staff
- Excellent IT skills with knowledge and experience of Microsoft products
- Able to work under pressure in a sensitive environment
- Be able to make decisions
Desirable
Knowledge
Essential
- Self-motivated and able to work with limited supervision
- Manage/prioritise own work load
Desirable
- Knowledge of medical terminology
- Hospital knowledge and experience
Skills
Essential
- Computer and keyboard skills
- Clear verbal communication skills
- Excellent listening skills/ability to interpret requirements
- Microsoft Word, Outlook, Excel
- To have an organised and systematic approach to tasks
- Able to work under pressure
- Ability to use phone/headphones and keyboard simultaneously
Other
Essential
- Work well using own initiative and within a team
- Able to cover any duty including early & late shifts/weekends/bank holidays/nights and also emergency cover
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).
