Call Centre Agent

5 days ago

Liverpool, United Kingdom Liverpool University Hospitals NHS Foundation Trust Full time

The call centre is the main communications for the Liverpool University Hospital NHS Foundation Trust. We receive approximately 130,000 calls per month and 20000 outpatient appointment calls per month.

We are looking for an enthusiastic individual to join the team.

We are offering one 37.5 hour post with no set work pattern; you will be working according to the needs of the service. Previous roles in a similar environment preferential as we are looking for someone who has an understanding of NHS terminology and structure. You will need to have experience working under pressure and work part of a team.

The department operates on a 24/7 service including all bank holidays and weekends, so flexible approach to work is required.

1. Answering hundreds of calls daily handling queries quickly and efficiently using bespoke software packages to do so.
2. Manning hospital emergency call line and liaising with correct emergency teams.
3. Upkeep and maintenance of hospital paging system.
Monitor and report critical gas alarms for repair.
4. Report lift entrapments and liaise with those entrapped.
5. Operating the iPM system for Outpatient Appointments, Patient Enquiries.
6. NWAS Northwest Ambulance booking service

Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.

The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.

The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.

It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.

**Follow us on Social Media**:
Facebook - Liverpool University Hospitals Careers
- Responsible for emergency calls and keeping associated records, Cardiac Arrest, Fire, Bomb, Major Incident
- Operating internal and external paging systems for on-call staff and keeping associated records.
- Operating alarm systems and keeping associated records.
- Reception and general clerical duties
- Updating patient information
- Re-booking patient appointments
- Patient search/enquiries
- Booking transportation
- Reporting telephone faults to the Communications Supervisor
- Operating the taxi system and keeping associated records.
- Responsible for maintaining a clean and tidy work station.
- Other appropriate duties as allocated by the supervisor/manager.

Where staff absences or lateness for work would cause the switchboard to be unmanned it is the requirement that the Telephonist on duty remains to cover the switchboard until relief is available.

In the event of an emergency it may be necessary to require staff to remain on duty to provide sufficient cover on the switchboard to handle the emergency.

Staff may be requested from time to time to work over and above those hours within their contract to help cover absences of other members of staff.

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