About this role
Job summary
To provide a comprehensive, high quality switchboard service topatients, staff and members of the public on behalf of the Trust.To operate a telephone switchboard and associated communicationsystems as required. To observe and respond to monitors/alarms withinan agreed scope of responsibility and carry out stringent documentedprocedures in the event of an emergency situation. At all timesproviding a polite and courteous telephone manner when receiving andre-directing calls.
Main duties of the job
The successful candidates will need to be a well-organised person with excellent interpersonal skills. You will be the first point of contact for all our Patients and Visitors who contact us via the phone. It is essential that you have excellent communication skills and a good telephone manner.
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
To provide a comprehensive service for receiving and initiatingcalls from external and internal sources, be competent inoperating an AC-Win PC Based Console/or similar system. Efficient processing of telephone calls received via theswitchboard consoles and other extensions within theswitchboard area. Operation of internal bleep/pager and mobile telephonesystems Providing a welcoming service for routine enquires andassistance to staff users and the general public, ensuringappropriate assistance is provided. Carrying out all emergency procedures relating to any hospitalalerts/alarms i.e. cardiac arrest, equipment alarms, majorincidents, fire alerts, security/police response and any otheremergencies that may arise. At all times working within job rolefollowing Trust policies and procedures. On Call Service: To contact staff as required/needed by the trustin accordance with the hospitals procedures, duties are tomaintain such records and contact procedures as may berequired. Testing Emergency Telephones, Fire bleeps and Cardiac Arrestbleeps ensuring all relevant documentation are accuratelycompleted Fault Reporting: Issue and record replacement of telephonehandsets when extension faults occur. To arrange for the exchange of bleeps when medical staffchange disciplines etc. and record details within relevantdocumentation. Deal with incoming fax messages for departments within theTrust, documenting its time of arrival, time of notification andcollection. To inform the Supervisors/Senior telephonist of changesrequired to the operator directory in order to keep it accurateand up to date. In-Patient Enquires: Accessing In-Patient (HISS/Alfa List/orsimilar) system enquiries and forwarding the callers to thecorrect destination. To provide cover for annual leave/absences and sickness whereand when required (sometimes at short notice) in order that theswitchboards are manned at all times. Bank and Public Holidays: To provide cover when required toprovide a constant service. Carrying out administration duties when required, such astraining and supporting to starters.
Person Specification
Training & Qualifications Essential
Must have GCSE Maths & English
Experience Essential
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
Keyboard skills RSA Level 1 Previous experience of healthcare or large complex organisation
Communication and relationship Essential
Effective communication skills at all levels where there may be barriers to understanding. Positively promote the image of the Trust
Planning and organisation skills Essential
Able to work in a busy environment which will involve sitting for long periods
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 All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others
Commitment to Trust Values and Behaviours Essential
Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours
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.
Certificate of Sponsorship 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).
Employer details Employer name University Hospitals of Leicester NHS Trust
Address Leicester Royal Infirmary
Infirmary square
Leicester
LE1 5WW
United Kingdom
Employer's website https://www.jobsatleicestershospitals.nhs.uk/ (Opens in a new tab)