Call Handler

Uhleicester; East Midlands; On-site; GBP 22,000 - 26,000; Full time

Job summary

University Hospitals of Leicester NHS Trust is seeking a Call Handler based at Castle Donington to support a 24/7 emergency call service. You will answer calls from the NHS multidisciplinary team using a high-tech switchboard and input live patient information into the systems.

You will work alongside clinicians and administrators, take referrals, transfer data across CoMET, CenTre and ECMO databases, and coordinate conference calls to ensure timely, safe patient transfers while maintaining

Qualifications

• Excellent customer service and IT skills.
• Ability to input data accurately into multiple systems.
• Experience in a switchboard or emergency response setting.

Responsibilities

• Use the switchboard console efficiently and confidently.
• Accurately record emergency referrals for patients of all ages.
• Enter patient and referral data into CoMET, CenTre and ECMO databases.
• Maintain team contact information for smooth communication.
• Coordinate conference calls to support the transport process.
• Track transport team position and journey progress.
• Inform the Team Leader about delays or issues.
• Provide admin support and cover as required.
• Produce activity, audit and outreach reports.
• Scan documentation into hospital systems and update forms daily.

Skills

Multitasking

Customer service

IT skills

Communication with MDT

Education

5 A-C GCSEs including English & Maths

NVQ 3 or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Go back University Hospitals of Leicester NHS Trust

Call Handler

The closing date is 15 October 2026

The call handler will be based at Castle Donington to effectively operate a 24/7 call handling service. The call handler will be responsible for answering emergency calls from members of the NHS multidisciplinary team using a high tech switch board facility. They need to be able to confidently speak with consultants and other members of the MDT, conferencing in required team members efficiently and in a timely manner. They will be required to use a web-based system to input 'live' essential patient information, and assist the team with the administrative support they need in order to transfer patients safely.

The post holder will be based in the office alongside the clinical team. They will work closely with all grades of medics, nurses, administrators and other team members. The post holder will be responsible for taking an initial referral call from doctors and nurses within the region, and nationally in terms of surge. The post holder must have excellent customer service skills, IT skills and an ability to be proactive and think ahead when taking calls. They will also need to be able to transfer the information on to the database in a timely fashion. The post holder will need to be able to multi-task when managing concurrent calls

Main duties of the job

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.

Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process

Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.

Develop and maintain close collaborations with other services, such as other transport teams and hospitals in order to update records of intensive care beds, cot availability and delivery suite closures as required. Particularly where mutual aid is being sort from other regional teams.

Update bedstate with appropriate operational delivery network.

Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.

About us

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals:

• high-quality care for all,
• being a great place to work,
• partnerships for impact, and
• research and education excellence

And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.

Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:

• we are compassionate,
• we are proud,
• we are inclusive, and
• we are one team

This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.

About the University Hospitals of Leicester NHS Trust:

Job 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 teams 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

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

Experience

• 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
• 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

• 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

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

Skills

• Ability to meet deadlines
• Computer literate with knowledge and experience of using Microsoft Office, including Word, Excel, Powerpoint and Outlook
• High level of typing and keyboard skills
• Keyboard skills RSA Level 1

Planning and organisation skills

• 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

• 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

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

Commitment to Trust Values and Behaviours

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

University Hospitals of Leicester NHS Trust