Switchboard Operator

3 weeks ago

Brighton, United Kingdom Your World Healthcare Full time

Your World Healthcare is currently recruiting a Switchboard Operator based in Brighton on a temporary basis.

Your World Healthcare is a leading specialist healthcare recruitment agency, placing a range of healthcare professionals including Non-Clinical and Clinical positions.

**Switchboard Operator**

**Location**: Brighton

**Job Type**: Temporary

**Duration of booking**: Expected to last up to 9 months

**Proposed start date**: ASAP

**Sector**: Healthcare

**Base**:Hospital

**Band**: 3

**Pay Rates**

Monday to Friday hours between 6am to 8pm: £10.69 paye inclusive

Nights (Monday to Friday 8pm to 6am)/Saturdays: £13.89 paye inclusive

Sunday/BH: £17.10 paye inclusive

**Working Days and Hours**:
Staff member 1 = Mon to Fri 8:00am to 4.00pm

Staff member 2 = Mon to Thurs 10pm to 7.00am

**Hybrid Working**:No

**Job Summary**

The telephony staff are normally the initial contact between members of the public, patients and hospital personnel. The post holder will be required to actively promote a positive and professional image and attitude to both internal and external callers at all times. They will be required to promote a professional manner and communicate effectively with patients, members of the public, GP’s, trust staff, departments, visitors and suppliers.

Telephonists are required to work as part of a team in a busy environment operating a computerized console, responding to calls and activating emergency procedures. To ensure the services are maintained throughout the 24-hour operation. This is a busy environment communicating with Patients and their families and friends who often feel stressed.

Staff are required to frequently work under their own initiative and make immediate decisions in the event of problems. Telephony staff are required to operate various computerized systems where IT skills are required, to operate all departmental communication systems and undertake all Switchboard and Telecoms clerical duties.

This is a rewarding, busy and sometimes stressful role supporting our Clinical staff, patients and their families which requires flexibility and a calm demeanour. Full training and a good induction period is part of the role.

The first two months will involve training for the role when you would be buddied with another member of staff.
- To manage the internal emergency telephones terminated in the Switchboard room and be fully conversant with all hospital emergency procedures, alerting the appropriate team/personnel and accurately recording all emergency calls/incidents. To deal with the emergency procedures which may include, cardiac arrests, trauma, medical emergency, acute stroke, obstetric emergency, major obstetric haemorrhage, neonatal, paediatric emergency, and fire in line with agreed protocols and Trust procedures.
- To manage and monitor all emergency systems inclusive of fire, plant, fridge, lifts, medical gas, panic/burglar, and any other alarms. To initiate emergency procedures and liaise with relevant emergency services as required. It is the responsibility of the telephonists to initiate the correct procedure and provide full and accurate documentation with follow up interviews where necessary. Including, contacting on-call staff in accordance with agreed policies and procedures. Be able to act on own initiative by prioritising these calls in order of importance and taking the appropriate action required to respond to these incidents. Maintain a record of these incidents.
- The Switchboard staff responds to and initiates the callout procedure for all Major Incident plans participating fully, with confidence and accuracy, imparting vital information to staff and outside agencies. Manage and initiate major incident response and emergencies using judgement to prioritise contacting of personnel in accordance with agreed protocols and Trust procedures.
- To operate the internal bleep system for emergency team calls and non-emergency calls including test calls in line with Trust policies and procedures.
- Deal with the distribution and recording of internal and external pagers and ensure they are issued in a working condition. Identify faults and replace pagers.
- Programme bleep receivers and operate both internal paging and external radiopaging systems. Monitor and record bleep transfers and changes.
- Monitor requests to dial external telephone numbers from internal callers in order to avoid misuse of the telephone system. Check validity of the calls and report to the Telecoms manager if misuse suspected.
- During office hours report all telephone system faults and failures to the Telecommunications manager and out of hours to the network provider and engineers.
- To work a busy Switchboard receiving and directing all calls that are presented in an efficient and effective manner. The telephonists are required to give appropriate assistance and advice being courteous and helpful at all times whilst maintaining total confidentiality.
- Telephonists must be r

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