About this role
Job summary
Please note, there are 2 positions available:
26 hours (permanent, part time) position available at Whiston Hospital. 30 hours (permanent, part time) position available at Southport Hospital. Can you please confirm in your Supporting Information which position you would like and why.
At interview, you will be asked what location / hours you would prefer
The principal role will be to work within a team to provide an efficient telephone operator service to the Trust and users of its telephone service from a wide range of backgrounds. The work is wide ranging from the handling of general business calls to the implementation of the Trust emergency procedures.
The shift patterns vary and can cover evenings, weekends and nights and operate 24hrs - 365 days a year.
The JD & PS are currently under AfC review and are subject to change.
Main duties of the job
To provide an efficient front line telecommunications service for patients, business callers and staff at Mersey and West Lancashire Hospitals NHS Trust. The role is wide ranging from the handling of general business calls to the implementation of Trust emergency procedures.
The post holder will work closely with other teams to develop a wide knowledge of the activities and working arrangements of all wards and departments, promoting effective communication to ensure the achievement of Trust objectives.
The post requires the use of several computerised systems and manual systems for the implementation and administration of departmental and Trust Procedures.
Out of hours' the post holder is required to work unsupervised and at times will be a lone worker. The post holder will also work with the support of the Trust's on call management team for escalation purposes.
About us
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
o Rated Outstanding by CQC Inspection August 2018
o Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
o National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Job description Job responsibilities
KEY DUTIES
To operate the operator terminal to process incoming and outgoing telephone calls; ensuring that calls are delivered efficiently ensuring that callers are kept always informed of progress Receive and relay oral and written messages internally, making amendments to rosters, and recording special instructions as required To provide help and advice to clients and employees of the Trust requiring direction and assistance Implement the Major Incident/ Emergency Response Procedure following the action card To operate the Trusts internal paging system including Group Alerts for cardiac arrest and the Bleep/ Radio system To provide an out of hours on call systems for Departments within the Trust, recording all requests for non-clinical and clinical staff as directed To maintain effective department communication with managers and team members within both the day and night services Liaison with relevant suppliers of communication equipment for maintenance purposes To ensure that any difficulties in implementing emergency and Operational Policies and Procedures are reported immediately at an appropriate level To respond to a range of alarms instigating relevant call out procedures and relaying information as directed.
Person Specification
Qualifications Essential
Educated to GCSE standard
Desirable
CLAIT or IBT 2 & 3 or ECDL qualifications Customer Service/ Administration / Call Centre Qualification of equivalent experience
Knowledge and Experience Essential
Experience of working with telephone as a main function of the job Experience producing work in a windows environment, producing basic documents and database entry / searches
Desirable
Experience of working in an acute trust switchboard Experience in handling large volume telephony in multi-line environment
Skills Essential
Proficient user of Microsoft Office Excellent communication skills, written and oral
Other Desirable
Ability to travel to various sites via own car/assisted driver
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.
Employer details Employer name Mersey and West Lancashire Teaching Hospitals NHS Trust
Address Southport Hospital
Town Lane
Southport
PR8 6PN
United Kingdom
Employer's website https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)