Switchboard Operator - Truro, United Kingdom - Royal Cornwall Hospitals NHS Trust

Royal Cornwall Hospitals NHS Trust

Verified Company

Truro, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting opportunity has arisen at the RCH for enthusiastic, motivated and customer focused individuals to join our telephony team.

The role holders will be Switchboard Operators with day to day operational, 'hands-on' responsibility for answering and handling Hospital switchboard service calls.

You need to be able to display experience and knowledge of a busy/intensive call answering function and have demonstrated strong interpersonal skills within a relatively small team structure.

To answer and/or manage all incoming calls from an external/internal source and route them to the correct extension in a polite and efficient

To support the delivery of excellent key performance outcomes whilst ensuring that relevant services and the environment are safe, fit for purpose, cost efficient, effective and enhance patient care.

Ensure residual risks are reported through RCHT risk management

Act as the emergency contact point for cardiac, fire and other emergencies and activate routine emergency tests and ensure robust contract review mechanisms are adhered to and that all performance issues are maintained in line with agreed performance matrix and customer expectations

Educate and familiarise Trust staff with regards to the specific KPI's and alternative sources i.e. shared guidance folder, on-line directory ensuring good customer status and managing expectations

Assist innovations and service

Carry out various emergency procedures for cardiac arrest, fire, major incident and maintain records in accordance with standing instructions/ operational procedures.

The individual will operate within a team of 14 and provide support as part of the collective.

The role is managed by the Deputy Head of Facilities & Contracts.

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

Ensure that all necessary information is available to enable adequate service to be provided i.e.

that records are kept up to date when informed of any changes to telephone numbers, on call list, daily on call sheet, new positions and ensure that the appropriate message books are kept up to date.

Monitor and report any faults on various alarm systems to the appropriate

Operate the back-up switchboard location during a switchboard

Respond to fire alarms and deal with as per hospital policy (site specific)

Be aware of and be confident in ability to carry out the hospital major incident plan and emergency

Attend mandatory training sessions and complete Emergency refresher training & on line switchboard training.

In the absence of a supervisor/manager deal with any situations that arise e.g. Report faults on switch, alarms system

Operate the internal paging system to contact staff for both internal and external

Bleep radio pagers via external bureau, giving numeric and verbal information, awaiting response and putting caller through to department as requested; if no response monitor situation and take appropriate action.

Test emergency group bleeps daily including site specific

Complete fault sheet for bleeps and issue loan units as required

Return bleeps to the correct user once repaired

Replace batteries on request

Instruct bleep holders on correct usage and procedures.

Report faults that may have an impact on the running of the department to the Team Leader

Ensure data is handled and stored in full compliance with Information Government principles.

Manage the allocation and return of keys in and out of the department