Telephonist

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Telephonist

GRADE: Band 3

DEPARTMENT / LOCATION: Switchboard, Facilities, Alexandra Hospital

REPORTS TO: Switchboard Supervisor

ACCOUNTABLE TO: Craig Holland, Facilities Manager

Job Purpose

To provide a service to all areas of the Alexandra, Kidderminster, Lucy Baldwin and Wyre Forest PCT 24 hours a day, with provision of daily out of hours cover for Princess of Wales & Evesham Community Hospitals and Brookhaven Psychiatric Unit. The Telephonist participates in a rota, which ensures that the hospital switchboard is manned 24 hours a day, 7 days a week. Also emergency cover for Princess of Wales Community Hospital to cover lunchtime and breakdown emergencies

The post has no line management or budgetary responsibility.

The department deals with an average of 4,000 calls per day

Key relationships

Internal

Consultants, Registrars, Senior and Junior medical staff both inside and outside the department. Working with Directorate managers, Modern Matrons, Secretaries, Ward Clerks, Chaplaincy, Bereavement Officers, other healthcare professionals, patient care and relatives enquiries.

External

GP surgeries, other hospitals, Trust properties out of hours

Risk Assessment:

Works continually with display screen equipment.

KEY RESPONSIBILITES

To operate the Switchboard in accordance with the telecommunications operational policies and procedures. Maintain a professional image at all times whilst working in a busy environment.

To collate information for daily rotas, telephonists information re doctors and other clinical staff on call for 09.00 17.00 and out of hours for Alexandra, Kidderminster and Princess of Wales hospitals.

To collate information for daily rotas for telephonists information re daily rotas for all non-clinical areas re Facilities, Pharmacy, Physiotherapy, Endoscopy, Estates and Tradesmen on call for the hospital, Trust properties and Mental Health Partnership sites. Ensure all changes in rotas are recorded.

To answer general queries/provide information for the general public, members of staff and make every effort to locate staff or patients efficiently and politely.

To operate the bleep system on the Alexandra site which includes daily test calls for paediatrics, obstetric and cardiac arrest teams giving out clear, precise instructions, ensuring appropriate people answer and the crash bleeps are working correctly. Be responsible for fast bleeping doctors, ensuring appropriate doctors respond and a clear message relayed. Be responsible for getting the Trauma Team to A & E, this includes doctors, consultants, theatre nurse and haematology.

To operate the Kidderminster bleep system via the Siemens console facility. To test daily the cardiac arrest team and each Wednesday the Paediatric Theatre Cardiac Team ensuring the appropriate team respond. Be responsible for sending out cardiac arrest and paediatric arrest calls and connecting ward or department to 999 for an emergency ambulance to attend.

To report to Siemens all Switchboard faults at the Alexandra, Kidderminster and Lucy Baldwin sites.

To keep up to date with all emergency procedures, e.g. cardiac arrests, trauma alerts, major incidents, internal alarm procedures, switchboard failure and fall back procedures and to be able to carry out the Telephonist responsible duties to all incidents. Fire procedures: Alexandra and Kidderminster hospitals and out of hours for Hillcrest unit. Ascertain where the fire is, call fire brigade. Notify appropriate people to attend the incident. Complete fire incident form and fax 2 copies to Worcester.

To keep records of incidents, out of hours requests, respond and report re fire incidents and system failures. Out of hours issue accommodation keys to doctors, sort out accommodation for patients relatives when applicable.

To order taxis and record all requests for Alexandra, Worcester, Kidderminster, Princess of Wales, Mental Health Partnership hospitals and properties.

To make every attempt to attend team meetings

Good general education

Essential

• Good general education
• Clearly spoken.
• Able to work as part of a team or alone.
• Efficient, calm, helpful.
• Willing to attend training courses, mandatory and others relating to the post
• Ability to be flexible in working pattern.
• Lone working/night working
• Bank Holiday working will be required

Desirable

• Ability to work on own initiative
• Hospital experience
• Customer care

Qualifications

Essential

• Essential Requirements
• Good general education
• Knowledge of keyboard/vdu screen.
• Reception/telephonist/ switchboard experience
• Clearly spoken.
• Able to work as part of a team or alone.
• Efficient, calm, helpful.
• Willing to attend training courses, mandatory and others relating to the post
• Ability to work on own initiative
• Interview
• References
• Personal Qualities
• Polite, pleasant, punctual
• Able to work under pressure
• Other Job Requirements
• Ability to be flexible in working pattern.
• Lone working/night working
• Bank Holiday working will be required

Desirable

• Hospital experience
• Customer care
• Ability to work on own initiative

Good general education

Essential

• Knowledge of keyboard/vdu screen
• Clearly spoken.
• Able to work as part of a team or alone.
• Efficient, calm, helpful. Willing to attend training courses, mandatory and others relating to the post
• Ability to work on own initiative
• Polite, pleasant, punctual

Desirable

• Knowledge of keyboard/vdu screen
• Ability to work on own initiative

Experience

Essential

• Ability to work on own initiative
• Knowledge of keyboard/vdu screen. Reception/telephonist/ switchboard experience
• Ability to be flexible in working pattern.
• Lone working/night working
• Bank Holiday working will be required

Desirable

• Hospital experience
• Customer care
• Ability to work on own initiative