Job summary
The call handler will be based at Castle Donington to effectively operate a 24/7 call handling service. The call handler will be responsible for answering emergency calls from members of the NHS multidisciplinary team using a high tech switch board facility. They need to be able to confidently speak with consultants and other members of the MDT, conferencing in required team members efficiently and in a timely manner. They will be required to use a web-based system to input 'live' essential patient information, and assist the team with the administrative support they need in order to transfer patients safely.
The post holder will be based in the office alongside the clinical team. They will work closely with all grades of medics, nurses, administrators and other team members. The post holder will be responsible for taking an initial referral call from doctors and nurses within the region, and nationally in terms of surge. The post holder must have excellent customer service skills, IT skills and an ability to be proactive and think ahead when taking calls. They will also need to be able to transfer the information on to the database in a timely fashion. The post holder will need to be able to multi-task when managing concurrent calls.
The post holder will be required to work shifts to cover the 24/7 service. Shift patterns include 8-8pm, 10-10pm, and 8pm-8am.
Main duties of the job
Ability to use the high tech switch board console efficiently and with confidence
Accurate recording of emergency telephone referrals for critically ill babies, children and Adults through a high-tech switchboard .
Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.
and Transfer information succinctly and efficiently to .
Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.
To track the transport team's current position and journey progress, ensuring smooth, efficient and professional communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues to the management team and appropriate department.
Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:
- high-quality care for all,
- being a great place to work,
- partnerships for impact, and
- research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:
- we are compassionate,
- we are proud,
- we are inclusive, and
- we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About the University Hospitals of Leicester NHS Trust:
http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/
Job description
Job responsibilities
Ability to use the high tech switch board console efficiently and with confidence
Accurate recording of emergency telephone referrals for critically ill babies, children and Adults through a high-tech switchboard .
Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.
and Transfer information succinctly and efficiently to .
Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.
To track the transport teams current position and journey progress, ensuring smooth, efficient and professional communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues to the management team and appropriate department.
Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations
Assist the team leader in producing activity, audit and outreach reports as required
To ensure that all documentation is scanned to the database and hospital systems. Check and update relevant forms daily. Responsible for photocopying, preparing and distributing referral information as required, always maintaining confidentiality.
To also ensure that cases are referred onto the cleric data base used by SJA in order that transfers can be allocated to SJA crews promptly and transfers teams mobilised as soon as possible. This also allows for the transport teams location and progress to be monitored.
To attend service team meetings, held monthly.
Patient/Customer Service
Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
Develop and maintain close collaborations with other services, such as other transport teams and hospitals in order to update records of intensive care beds, cot availability and delivery suite closures as required. Particularly where mutual aid is being sort from other regional teams.
Update bedstate with appropriate operational delivery network.
Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.
Job description
Job responsibilities
Ability to use the high tech switch board console efficiently and with confidence
Accurate recording of emergency telephone referrals for critically ill babies, children and Adults through a high-tech switchboard .
Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.
and Transfer information succinctly and efficiently to .
Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.
To track the transport teams current position and journey progress, ensuring smooth, efficient and professional communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues to the management team and appropriate department.
Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations
Assist the team leader in producing activity, audit and outreach reports as required
To ensure that all documentation is scanned to the database and hospital systems. Check and update relevant forms daily. Responsible for photocopying, preparing and distributing referral information as required, always maintaining confidentiality.
To also ensure that cases are referred onto the cleric data base used by SJA in order that transfers can be allocated to SJA crews promptly and transfers teams mobilised as soon as possible. This also allows for the transport teams location and progress to be monitored.
To attend service team meetings, held monthly.
Patient/Customer Service
Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
Develop and maintain close collaborations with other services, such as other transport teams and hospitals in order to update records of intensive care beds, cot availability and delivery suite closures as required. Particularly where mutual aid is being sort from other regional teams.
Update bedstate with appropriate operational delivery network.
Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.
Person Specification
Training and Qualifications
Essential
- 5 A-C GCSE's or equivalent including English and Maths You will need NVQ 3 or equivalent
Experience
Essential
- Ability to use the high tech switch board console efficiently and with confidence
- Able to ensure all calls are logged and stored digitally as part of the patient record with accurate recording of patient information, dates and times.
- Experience of working within a switchboard or customer-focused environment
- Experience of dealing with difficult situations and able to deal calmly with emergency situations.
Desirable
- NHS Background Experience of using a Patient Administration System. Experience of using a call conferencing system. Experience of database use. Understanding of medical terminology.
Communication & Realtionships
Essential
- Good standard of spoken and written English
- Able to demonstrate good listening written and communication skills
- Maintain a high standard of written and verbal communication in the line of duty
- Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
Skills
Essential
- Ability to meet deadlines Computer literate with knowledge and experience of using Microsoft Office, including Word, Excel, Powerpoint and Outlook
Desirable
- High level of typing and keyboard skills Keyboard skills RSA Level 1
Planning and Organisation
Essential
- Ability to multitask
- Good organisational and problem-solving skills
- Ability to work in a busy environment Demonstrates supportive behaviour towards others
Equality, Diversity and Inclusion
Essential
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
Other requirements
Essential
- Punctual and flexible across the hours of work when required.
Person Specification
Training and Qualifications
Essential
- 5 A-C GCSE's or equivalent including English and Maths You will need NVQ 3 or equivalent
Experience
Essential
- Ability to use the high tech switch board console efficiently and with confidence
- Able to ensure all calls are logged and stored digitally as part of the patient record with accurate recording of patient information, dates and times.
- Experience of working within a switchboard or customer-focused environment
- Experience of dealing with difficult situations and able to deal calmly with emergency situations.
Desirable
- NHS Background Experience of using a Patient Administration System. Experience of using a call conferencing system. Experience of database use. Understanding of medical terminology.
Communication & Realtionships
Essential
- Good standard of spoken and written English
- Able to demonstrate good listening written and communication skills
- Maintain a high standard of written and verbal communication in the line of duty
- Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
Skills
Essential
- Ability to meet deadlines Computer literate with knowledge and experience of using Microsoft Office, including Word, Excel, Powerpoint and Outlook
Desirable
- High level of typing and keyboard skills Keyboard skills RSA Level 1
Planning and Organisation
Essential
- Ability to multitask
- Good organisational and problem-solving skills
- Ability to work in a busy environment Demonstrates supportive behaviour towards others
Equality, Diversity and Inclusion
Essential
- Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
Other requirements
Essential
- Punctual and flexible across the hours of work when required.
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).
