Bank Switchboard Operator

at  Lancashire Teaching Hospitals NHS Foundation Trust

Some people are just born with a natural ability to listen and communicate effectively, and we are trying to find you. We want you to be the first voice callers to our hospitals hear. With your caring and compassionate style and approach, you’ll ensure patients and staff alike feel respected and valued. Indeed, that is at the heart of what our team aspire to achieve…so if that appeals to you and you are looking to work within a team with shared goals and doing what it takes to provide the best possible service – then we really want to hear from you.
Our Switchboard is the primary point of call for callers to the Trust so we want someone who is bold and enthusiastic with great customer service skills, being calm under pressure, supporting our callers quickly and efficiently.
As a member of our close knit team, you will have excellent communication and organisational skills, with the ability to work as part of a team and on your own.
One bank post available to cover Monday to Friday 8am – 3pm ad hoc.
You will operate the hospitals computerised operator console and large electronic telephone directory, bleep system, monitoring of alarms and first point of contact in most emergency situations. Don’t worry, we know it sounds scary but there’s a whole training package behind it. The role isn’t for the faint hearted and it is essential you are able to prioritise and undertake numerous tasks simultaneously.
Needing to respond to emergencies extremely quickly and efficiently, you’ll be able to work well under pressure and retain/relay information accurately.
Flexibility is essential, and cross site working at Chorley is required.
We are not going to shy away from saying this is ideally a job for someone who thrives in a fast-paced environment. We’re a very busy team, undertaking numerous tasks simultaneously often these being emergencies requiring an extremely quick response – but for the right candidate, we know this will make the role even more exciting for you.
So what can we offer you? Well as well as working for an award winning organisation, you will join a very strong and dedicated team who work so hard together and have fun along the way. We will help you develop your skills, give you opportunities to try new things and we actively encourage you to challenge us to constantly review what we do, our processes and approaches.
Be responsible for providing and receiving telephony information to and from the public, Trust staff, patients, relatives and external agencies. Using skills and knowledge and deliver the service in a timely manner
In order to ensure the provision of a continuous service, staff shall arrive in good time in order to update themselves with information during shift change - over and take over overall responsibility from colleagues
Use a range of communication equipment to transmit verbal and non-verbal messages concisely often in emergency situations
Receive sensitive information from the general public demonstrating reassurance skills, confidentiality and the ability to be emphatic
Be diplomatic and understanding when dealing with communication barriers e.g. language/hearing difficulties confused and elderly patient and aggressive callers
Be proficient in delivering IMT and telephony related issues to Trust staff and other agencies and be familiar with medical terminology i.e. specialities acronyms and staff grades
Communicate effectively and professionally with staff at all level
Preserve at all times the confidentiality received about particular patients, as required by legislation and Trust Policy.
Ensure the smooth transition for Dr’s change over at the periodical rotation
Assist in the training of new staff in all aspects of the job and advise your line Manager on progress of the training.
Actively participate in the PDPR Process.
Undertake identified learning and development opportunities, as identified during the PDPR Process
Ability to comprehend and retain a broad range of knowledge relating to the Trust i.e. geographical locations, departments, opening times, off site services etc
Use judgment in emergency situations and judging best response in given situation, confident operate on own initiative. (Lone working
Responsible for immediate decision making in the event of bleep system failure, initiating and auctioning contingency protocol (lone working). Liaising with senior managers and external agencies to identify faults when lone working
Must be prepared to remain in the switchboard room for entirety of shift when lone working and be calm under pressure in the event of an emergency
Manage and plans own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests.
Be responsible for personal education, keeping up to date with required mandatory courses, day to day operational and procedural changes and any on the day changes
Ability to physically react in emergencies which require rapid movement, to acknowledge alarm activation and convey location
Monitor all alarms including drug and refrigerator alarms and take appropriate action, if activated, using the appropriate call out procedures
Report all accidents and incidents as per Trust Policy.
Keep good records of any maintenance required
Manage and plan own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests
Advanced keyboard skills for speed and accuracy when sourcing information and inputting data
Hearing/hand eye coordination for accurate operation of equipment in emergency situations and responding to alarms and emergency calls.
Excellent listening skills required to overcome language/hearing difficulties or other barriers in communication
Act in accordance with current legislation, policies, procedures and good practice
Report behaviour that undermines equality and diversity
Act upon on-call rotas, procedures provided by departments for key on call staff, both managerial and medical

Please refer the Job description for details