Switchboard Supervisor

Job overview

To work as part of a team which provides comprehensive, high-quality switchboard/call handling service to Oxford University Hospital NHS Foundation Trust, hours a day, days a week, days a year. As a major trauma centre (MTC) the hospital is responsible for care of the most severely injured patients involved in a major trauma for a wide variety of specialist clinical services. The Switchboard Service has a key function for supporting such emergency responses.

Switchboard Supervisors are responsible for the day-to-day supervision of the team. The Switchboard is the first point of contact by telephone with the Trust, and the team can answer general queries regarding the organisation and/or direct callers to the correct department. The Team boasts a breadth of knowledge around key contacts and functions across the Trust and all its sites which supports this.

Working as part of team, the post-holder will acquire the skill of receiving emergency calls and coordinating alert to emergency response staff. In case of clinical emergency or major incident, the Switchboard and any of its team members could be integral for ensuring that all necessary clinical and operational expertise are alerted promptly. In this way, the functions of the post-holder may contribute directly to health outcomes and/or safe management of incidents .

Main duties of the job To respond to internal and external calls to the Switchboard Promote a positive and competent impression of the Trust. To act as first point of call for any complaints received to the Trust. Receive calls related to University Clinical Trails. To respond to any queries relating to a patient location, by referring to EPR and ensuring that the Patient Locator Operating Procedure. If receiving complaints relating to Switchboard itself, these need to be reported in a timely manner to the Switchboard Manager and/or Switchboard Service Manager. To maintain a personal Outlook email account, including reading and responding to requests for action, by Switchboard management team. Staff must check their email account at least once per shift. To assist any hospital staff requiring replacement analogue phones as per department guidelines. Under correct circumstances, use the EPR system to locate patients and pass the information securely. To be aware of the Patient Data Protection Guidelines and ensure that in case receiving a call to enquire on the location of a patient who has a password protection applied, that this is only disclosed when the password is shared. Working for our organisation

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this  Delivering Compassionate Excellence  and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the 

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