Telecommunications Coordinator

3 weeks ago

Leeds, Leeds, United Kingdom Leeds Teaching Hospitals Full time

Position Overview

The Telecommunications Department is tasked with managing all incoming communications for the healthcare organization.

We are seeking a motivated Coordinator to join our dedicated team in the Telecommunications Division.

The ideal candidate will play a vital role in delivering comprehensive administrative support within the Outpatient Services.

Main Responsibilities

This role will primarily involve handling telephone communications, serving as the initial point of contact for callers, including patients and healthcare staff. The Telecommunications team is essential in facilitating emergency protocols, which encompass:

  • Emergency Calls: Relay critical messages to emergency response teams to assist in patient care.
  • Fire Alerts: Monitor fire alarm activations and coordinate with emergency services to ensure prompt action.
  • Medical Equipment Alarms: Collaborate with relevant teams when alarms are triggered.
  • Major Incident Response: Implement procedures during significant incidents, mobilizing specialized teams as necessary.

Key Duties

Respond to both external and internal inquiries with professionalism and efficiency, connecting callers to the appropriate departments. This includes utilizing the telecommunications database and administrative systems to quickly locate and direct calls.

Maintain familiarity with and adhere to established operating procedures and departmental policies.

Provide courteous service to callers, ensuring they are connected to the correct department while offering additional assistance as needed. Accurately document all interactions for auditing and improvement purposes.

Utilize sound judgment to activate necessary protocols, responding calmly and effectively according to established guidelines to alert the appropriate services.

Monitor and respond to various alarms, initiating emergency procedures as required, including:

  • Fire Alarms
  • Emergency Calls
  • Major Incident Procedures
  • Security Alerts
  • Medical Equipment Alarms

Support and mentor new staff members, ensuring they are well-equipped to handle their responsibilities.

Oversee the operation of the paging system, ensuring effective communication with staff members.

Report any challenges in executing emergency and operational protocols to the appropriate supervisory level.

Act as the first point of contact for internal inquiries, providing essential information to facilitate communication with the necessary departments.

Manage the creation of daily schedules, ensuring accurate documentation of on-call personnel across various departments.

Maintain records of call usage and assist in billing processes as required.

Follow established procedures while exercising initiative to resolve unique situations, referring complex issues to supervisory staff when necessary.

Provide on-call information to staff regarding personnel availability, interpreting complex schedules as needed.

Issue temporary communication devices as necessary and maintain an inventory for auditing purposes.

In the event of lost or stolen devices, guide staff through the appropriate procedures and document the incidents.

Ensure readiness to operate backup systems in case of equipment failure.

Utilize administrative systems to assist both internal staff and patients in navigating departmental communications.

Document and report any faults in communication systems to the relevant departments.

Conduct regular testing of emergency communication devices, ensuring all systems are operational.

Work independently and manage workload effectively, particularly during out-of-hours shifts.

Participate in ongoing audits and updates of information held within the telecommunications system to ensure data accuracy.

Be flexible in scheduling to maintain adequate staffing levels for continuous service delivery.

Perform any additional duties as assigned by the Telecommunications Supervisor.

Qualifications and Skills

Essential

  • Ability to interpret information accurately.
  • Proficient in computer operations within a Windows environment.
  • Clear and professional telephone communication skills.
  • Strong memory and recall abilities.
  • Experience in a high-volume telephone environment.
  • Proven customer service experience.

Desirable

  • Familiarity with medical terminology and departmental functions.
  • Experience with database management.
  • Knowledge of operating computerized telecommunications systems.

Other Requirements

Essential

  • Excellent written and verbal communication skills.
  • Ability to work flexible hours and respond to service needs.
  • Commitment to ongoing professional development.
  • Strong attendance record and reliability.

Skills and Attributes

Essential

  • Ability to remain calm and composed in challenging situations.
  • Friendly and approachable demeanor.
  • Resourceful and proactive in problem-solving.
  • Ability to work collaboratively within a team and independently.

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