Call Handler

Job description

Detailed job description and main responsibilities
• Ability to use the high tech switch board console efficiently and with confidence
• Accurate recording of emergency telephone referrals for critically ill babies, children and Adults through a high-tech switchboard .
• Accurate data entry of patient information and referral data/information onto multiple systems that are used by the different services for CoMET, CenTre and ECMO database.
• and Transfer information succinctly and efficiently to .
• Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.
• To track the transport team's current position and journey progress, ensuring smooth, efficient and professional communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
• Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues to the management team and appropriate department.
• Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations
• Assist the team leader in producing activity, audit and outreach reports as required
• To ensure that all documentation is scanned to the database and hospital systems. Check and update relevant forms daily. Responsible for photocopying, preparing and distributing referral information as required, always maintaining confidentiality.
• To also ensure that cases are referred onto the cleric data base used by SJA in order that transfers can be allocated to SJA crews promptly and transfers teams mobilised as soon as possible. This also allows for the transport teams location and progress to be monitored.

Please refer to JD/PS for more details

Person specification

Training & Qualifications

Essential criteria

• 5 A-C GCSE's or equivalent including English and Maths
• You will need NVQ 3 or equivalent

Experience

Essential criteria

• Ability to use the high-tech switch board console efficiently and with confidence
• Able to ensure all calls are logged and stored digitally as part of the patient record with accurate recording of patient information, dates and times.
• Experience of working within a switchboard or customer-focused environment.
• Experience of dealing with difficult situations and able to deal calmly with emergency situations

Desirable criteria

• NHS Background
• Experience of using a Patient Administration System.
• Experience of using a call conferencing system.
• Experience of database use.
• Understanding of medical terminology.

Communication and relationship skills

Essential criteria

• Good standard of spoken and written English
• Able to demonstrate good listening written and communication skills
• Maintain a high standard of written and verbal communication in the line of duty
• Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
• Diplomacy

Analytical and Judgement skills

Essential criteria

• Ability to display initiative
• Able to reflect on own behaviour and practice.

Skills

Essential criteria

• Ability to meet deadlines
• Computer literate with knowledge and experience of using Microsoft Office, including Word, Excel, Powerpoint and Outlook

Desirable criteria

• High level of typing and keyboard skills
• Keyboard skills RSA Level 1

Planning and organisation skills

Essential criteria

• Ability to multitask
• Good organisational and problem-solving skills
• Ability to work in a busy environment Demonstrates supportive behaviour towards others

Equality, Diversity and Inclusion

Essential criteria

• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
• All staff are expected to engage in compassionate and inclusive leadership in the provision of high-quality care and interactions with others

Other requirements specific to the role

Essential criteria

• Teamwork
• Punctual and flexible across the hours of work when required

Commitment to Trust Values and Behaviours

Essential criteria

• Must be able to demonstrate behaviours consistent with the Trust's Values and Behaviours

Additional Information

Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the publishing closing date if we receive a sufficient number of completed application forms.

Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.

UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.

Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.

UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.

Disclosure and Barring Service Check

Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.

The Trust will pay for the check initially and the money will then be deducted from your salary over a three month period commencing on your first month's payment.

The current price of a check is £38 for an enhanced and £18 for a standard check.

COVID 19 Risk Assessment

Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.

The risk assessment is intended to ensure you are able to safely perform your duties in any of our work areas, and if you have been identified as being particularly vulnerable to coronavirus. Our main aim is to reduce risk and to ensure the safety of all new starters to the Trust as well as current staff, patients and visitors.

If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.

Covid Vaccination Status

Covid-19 vaccination remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.

University Hospitals of Leicester NHS Trust holds the principles of equality, diversity and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester and Rutland, to help deliver healthcare services that meets the needs of our diverse communities.

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