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Band 3 Switchboard Operator
2 weeks ago
Ideally they should have at least 1 year NHS Call Centre/ Switchboard experience.
The Switchboard Service based at Charing Cross Hospital is one of the nerve centres of healthcare provision in West London. It serves Imperial College Healthcare NHS Trust and Chelsea and Westminster NHS Foundation Trust.
It handles on average 4000 calls per day and is a busy and exciting environment in this central location.
- To provide a fast, friendly and efficient operator service to the Trust, its staff, patients and visitors. The post holder will be located at Charing Cross Hospital. The operator team will work under the general direction of the ThamesNet Shift Supervisors and the Senior Supervisor for Switchboard Services.
- The operator service deals with approximately 4,000 operator handled calls a day and is responsible for all emergency call outs made throughout the Trust.
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care. Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. We encourage staff to have the Covid vaccination to protect themselves, patients, other colleagues as well as the wider community. Please note it is an operational requirement to comply with infection prevention and control procedures within the Trust such as lateral flow testing, handwashing and the wearing of masks, according to the procedures in place at any time or location.
As part of our continued response to Covid19 we are still conducting the majority of our interviews virtually.
Patient/ Client Care
- Provide of an efficient and friendly operator service within the department, ensuring that all patients are dealt with in a timely, respectful and efficient manner.
- Answer telephone calls promptly in line with the Trust’s telephone standards.
- Provide non-clinical advice and information to patients to enhance their experience within the service.
- Communicate clearly, over the telephone, with members of the public where there may be barriers to understanding.
- Ensure that the correct procedures are carried out in the event of any emergency or alarm call being communicated via the emergency hotline (2222) these include:
- Cardiac Arrest and all other clinical emergencies including paediatrics.
- Major Incidents & Bomb Threats.
- Ensure that any call from the London Ambulance Service or the Trusts Accident and Emergency Departments requesting the implementation of the Trust Major Incident plan be logged and procedure followed without delay.
- Ensure that any call regarding a Bomb Threat is recorded immediately and that the Bomb Threat procedures are adhered to at all times.
- Log all emergencies correctly.
Administrative duties
- Competently operate the pc based Liberty Agent Operator Work Station and any other supplied telecommunications equipment making full use of all its facilities to provide a standard and consistent level of service in an efficient and cost-effective manner.
- Competently operate current paging systems (Multitone Access 3000) (both normal & emergency). Make any necessary adjustments as required by the system or its users using the pc based system or the operator interface to ensure a fast, effective and robust service is maintained at all times.
- To maintain and update databases on the Liberty Agent & Multitone Access 3000 Bleep System. In addition to take part in audits of the Trust’s pagers/ bleeps and extension stock and assist in collating information for any other Trust directories under the direction of the Senior Supervisor/ Business Manager.
- Maintain such records as may be required to enable an accurate On-Call service to be provided (location of staff who are “on-call” etc.), and ensuring that the “on-take” and “on-call” spreadsheets are kept up-to-date daily.
- Maintain records of Personal, International, Barred Numbers and Official calls, when required.
- Report any faults in the switchboard, extensions and alarm systems to the ThamesNet Engineering Team keeping the fault record book up to date by escalating unresolved faults to a satisfactory outcome in a timely, efficient and cost-effective manner.
- Ensure that the bleep test is carried out on a daily basis (times may vary as directed by senior staff) ensuring that the responses are logged in the bleep test logbook.
Staff Development and Support
- To train other team members as requested sharing good practice where possible and to cover for staff sickness, annual leave and bank holidays when required by Supervisors/ Operations Manager.
Other duties
- Assist i
