Telephonist

at  Beaumont Hospital

1. PROFESSIONAL QUALIFICATIONS, EXPERIENCE, ETC

(a) Eligible applicants will be those who on the closing date for the competition:
(i) Have satisfactory experience as a Clerical Officer in the HSE, TUSLA, other statutory
health agencies, or a body which provides services on behalf of the HSE under Section
38 of the Health Act 2004
OR
(ii) Have obtained a pass (Grade D) in at least five subjects from the approved list of
subjects in the Department of Education Leaving Certificate Examination, including
Mathematics and English or Irish1. Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.
OR
(iii) Have completed a relevant examination at a comparable standard in any equivalent
examination in another jurisdiction
OR
(iv) Hold a comparable and relevant third level qualification of at least level 6 on the
National Qualifications Framework maintained by Qualifications and Quality Ireland,

DAY TO DAY OPERATIONAL DUTIES:

• Operate the switchboard and paging system in accordance with the standard procedures laid down by the hospital
• Manage up to 1,800 calls per daily shift
• Answer and direct all internal and external calls to the Hospital in a timely manner
• Ensure all calls are forwarded to the appropriate locations as efficiently as possible
• Be aware of return calls to the hospital and report issues regarding voice-mail etc to appropriate department head to ensure the caller is reaching the requested location / staff member
• Monitoring the quality of the telephone and voice communication service with a view to introducing improvements where possible
• Be vigilant for queries of a clinical aspect regarding contacting individuals and the most efficient way to do so e.g. bleep/ DECT/ mobile phone
• Ensuring on on-call lists are up to day on a daily basis
• Be vigilant for patients who may need access to acute advice
• Calling in staff who are involved in the provision of an after-hours-on-call service for the hospital, i.e. maintenance staff
• Undertake training/re-training as requested
• Be flexible within the roster to ensure service provision
• Observe strict confidentiality and GDPR hospital policy
• Record and maintain such telephone records as requested
• Co-operation with new equipment, technology, methods and techniques for the provision of an enhanced service.
• Must be aware at all times of hospital activity / changes / projects / media that affect patients and wider community so that queries are dealt with a timely manner
• Ensure a welcoming and professional engagement with all telephone call holders.
• Undertake other administrative work when required consistent with the grading of the post
• To perform such other duties appropriate to the office as may from time to time be required by the Beaumont Hospital Board.

OTHER DUTIES

• Update the Daily on Call Schedule - this includes ensuring adjustments due to swaps, leave provided by the Individual NCHD Teams are captured.
• Valid the Daily on Call Schedule by contacting the NCHD Teams.
• Print the Daily on Call Schedule by contacting the NCHD Teams.
• Acknowledge receipt of Weekly Rosters from Specialist Teams and Dublin Hospitals via the telephony department’s email address.
• Ensure all Hospital Internal Incidents are reported via the Incident Report E-Form, i.e. power / system failures, equipment faults
• Where appropriate ensure all urgent matters are escalated appropriately, i.e. during Out of Hours to the Out of Hours Site Manager
• Ensure Department rosters for NCHD’s, Nursing, Radiographers, Laboratory Staff for Christmas/Easter holiday periods are up to date in advance in a timely manner
• Print and replace all daily templates, i.e. daily test sheets for Cardiac Arrest Forms when the stocks are low.
• Ensure all daily testing of Major Emergency Plan, Cardiac Arrest test are completed and recorded.
• Weekly testing of the Cardiac Arrest Backup Bleeps.
  The job description is an outline of the post as it is currently perceived by the hospital and will be subject to review and amendment. This job description will therefore be subject to change in light of the various strategies for the hospital and the development of the Clinical Directorate model and any future developments that arise and will evolve and change over time.