Telephonist
Job Description
Job summary
We currently have a vacancy for 20 hours per week as a Telephonist/Receptionist who have excellent communication skills and would like to join our Hospital Switchboard Team.
You must be confident, articulate, have good organisational skills and be able to maintain the highest standards of professionalism and confidentiality.
We are seeking applicants with at least 2 years experience working within the telecommunications service or customers facing roles, ideally gained within the NHS but not essential
Full training will be provided to successful candidates
If you would like to have an informal discussion about this post, please contact:
Barbara Halford - Switch Board Supervisor Hotel Services 01926 495321 M-F 13:30- 21:00 or Sharon Rose - Multiple Site Reception Manager/Senior Administrator 01926 815045 ex 8203
Main duties of the job
To undertake general telephonist/receptionist duties acting as the first point of contact for our patient, visitors and staff.
About us
SWFT Clinical Services is a wholly owned subsidiary of the South Warwickshire University NHS Foundation Trust (SWFT). The company provides a number of services such as outpatient pharmacy facilities at Warwick and Stratford and Nuneaton hospitals; estates and facilities management at Stratford hospital, Acorn House and Lillington Health Hub; private patient service and consultancy services to NHS Trusts.
Subject to the Company and individual's performance, an annual discretionary bonus will be awarded.
There is automatic enrolment to the Company pension scheme, with the Company contributing 5%.
A benefits package is available to the appointed candidate upon successful completion of the six month probationary period. This gives access to benefits such as a car lease scheme; Home & Electronics scheme; discounted leisure and travel; retail discounts and a cycle to work scheme.
Where is also access to a 24/7, 365 days a year Employee Assistance Programme to support colleagues who may be facing some tough times or they need extra support with their mental well-being.
Job responsibilities
To receive and re-direct telephone calls to the appropriate departments in an efficient friendly manner
To maintain a helpful and confident manner when dealing with patients, visitors and staff in order to promote the caring and professional image of the Trust.
To assist the general public with directions and enquiries at the reception window, which may include but not exclusive to PPE, patient transfers via porters, etc
To operate the hospital bleep system including daily tests, dealing with faults and to issue batteries as required and recycle the batteries
To issue and maintain records of key allocation and door codes for key personnel
To monitor and escalate the emergency numbers 2222 & 3333, at all times
To support on the activation of emergency procedures in the event of fire, cardiac arrest, maternity emergencies and major emergencies and to inform appropriate personnel
To maintain all appropriate records including on-call rotas, on-call mobile phone numbers
Programme the on-call phones to the relevant on call consultants
To provide on-call lists for the relevant wards and departments
To deal with requests for access from the general public to hospital wards in an efficient and friendly manner
To deal and escalate requests for non-emergency transport from wards and departments using SWFT logistics
Follow set procedures when reporting faults with equipment
To regularly carry out the testing the emergency red phones throughout the hospital
To initial assist and escalate the emergency lift phones/communication as and when required.
To support in the regular testing of alarms and systems in conjunction with Estates
To regularly monitor alarm panels and report any issues to security, porters or estates, blood bank, or any other associated team
To liaise with Estates out of hours on-call staff with regard to issues relating to maintenance for all South Warwickshire NHS Foundation Trust Hospitals. Warwick, Stratford, Rehab, Ellen Badger.
To be the primary site contact for calls relating to patient transfers/discharges for via the agree logistics service provider
Update the internal telephone directory from the starters and leavers list
To support the internal postal team relating to mail redirecting around the Trust which cannot be identified
To support queries relating to car parking in the absence of the Security team
To take all necessary care for the security of equipment and information
To co-operate with colleagues and management to ensure the health and safety of themselves and others
To liaise with relevant personnel and co-ordinate any queries concerning the mortuary out of hours
To contact and assist, if applicable, the on-call manager with regard to out of hours queries
Regular use of the Trust computerised Patient Administration System Lorenzo to locate patients and assist with enquiries
To communicate and respond to patients and/or departments that contact the Trust whom are hard of hearing, via the dedicated handset
To liaise with Medical staffing about locum Doctors
To issue locum packs, identity badges and accommodation keys
To provide the support for issuing of temporary ID cards which may need required out of hours
Sign out fall back smart card for A&E staff when necessary
Deal with contractors, out of hours, upon request
To accept and forward any calls/information for a number of complex teams around the Trust, out of hours
Hand out Rheumatology prescriptions and blood forms to patients obtaining signatures
To be a primary contact for access to the main hospital site, out of hours, for patients, visitors and staff via the intercom
There will be a requirement to work alone and unsupervised from 5pm Monday to Friday, weekends and some bank holidays
Communications and Working Relationships
To have good interpersonal skills and to be able to communicate with all levels of staff, patients, visitors and all hospital users
Person Specification
Qualifications
Essential
- Level 3 education or equivalent experience
- Communications and customer relations skills
Experience
Essential
- Previous experience working in telecommunications services
Desirable
- Experience gained preferably within the NHS
Skills
Essential
- Good verbal communication skills
- Good organisational skills
- Ability to plan workload and work under pressure
- Good working knowledge of confidentiality
- Computer keyboard skills for data entry
- Able to work independently and as a part of a team, referring to supervisor as needed
Personal Qualities
Essential
- Articulate and polite
- Responsible and reliable
- Co-operative and flexible worker
- Able to work as part of a team
- Good organisational skills
- Able to concentrate on tasks and change priorities as the role requires
Other
Essential
- Able to work on a shift basis
- Willingness to work additional hours
- Able to work unsupervised and alone out of hours and weekends
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
SWFT Clinical Services Ltd
Address
Warwick Hospital
Lakin Road
Warwick
CV34 5BW
Employer's website
https://swftclinicalservices.co.uk/default.aspx (Opens in a new tab)
