Emergency Call Handler

Birmingham Women's and Children's NHS Foundation Trust; Birmingham; On-site; GBP 26,000 - 27,000; Full time

Job summary

Birmingham Women's and Children's NHS Foundation Trust is seeking an Emergency Call Handler to operate a high-tech switchboard, capture live patient details in Taurus, and support the KIDSNTS Intensive Care Transport Team.

You will take initial calls from doctors and nurses across the region, input data accurately, coordinate with consultants and the MDT, chair daily handovers, and help produce activity and audit reports on a 24/7, four-week rota.

Qualifications

• GCSE maths and English at grade C or higher.
• NVQ level 2 in a relevant subject.
• NHS background and familiarity with patient administration systems.

Responsibilities

• Operate a high-tech switchboard to take emergency calls for the region.
• Record emergency referrals accurately on patient systems and Taurus.
• Communicate with consultants and MDT members and coordinate transfers.
• Chair daily handover meetings and take minutes and notes.
• Maintain documentation and support the team with activity and audits.
• Ensure security and governance policies are followed for records.
• Use Lorenzo and other systems as required to support the service.
• Cover 24/7 shifts including 12-hour day and 11-hour night shifts.
• General admin duties and office support as needed.

Skills

NHS background

Patient administration system

Database experience

Written and verbal communication

MS Office proficiency

Education

Maths GCSE C or above

English GCSE C or above

NVQ level 2 in relevant subject

Tools

Microsoft Office

Job description

Go back Birmingham Women's and Children's NHS Foundation Trust

Emergency Call Handler

The closing date is 28 September 2026

A dynamic, enthusiastic, confident and proactive individual who will be play an integral part in the KIDSNTS intensive Care Transport Team.Answering emergency calls using a high tech switch board facility, taking the regional cot location figures, confidently talking to consultants and members of the MDT, conferencing people timely and efficiently, using a web data base to input 'live' essential patient information, registering patients on Taurus (electronic patient record system) and assisting the team with the administrative support they need to enable them to transfer patients safely.

Based in the busy operations centre, the post holder will be working closely with all grades of medic, nurses, administrators and other team members.The post holder will be responsible for taking initial calls from doctors and nurses within the region. Customer service skill, IT skills and an ability to 'think ahead' is essential when taking calls, as is the ability to transfer information onto the database efficiently.General office administration skills, assisting with preparation of all documentation and communication needs to meet service requirements.

All training will be given once in post.

The post holder will be required to work shifts to cover the 24/7 service, including 12 hour days shifts and 11 hour night shifts with periods of lone working. Duties are shared between the admin team on a 4 week rota.

Main duties of the job

• Using a high tech switch board console efficiently and with confidence.
• Accurate recording of emergency telephone referrals of critically ill children and babies.
• Confidently speak to all members of the multi-disciplinary team
• Prepare and chair daily team handover meetings and take minutes.
• Develop and maintain close collaborations with other teams and hospitals.
• To track the team's current position and journey progress ensuring communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the process.
• To personally ensure that all documentation is scanned to the database and hospital systems before the shredding of notes in accordance to the trust's strict governance policies.
• Participate in and become a competent user of Lorenzo and its use to support the service.
• Assist the team in producing activity, audit and outreach reports.
• Maintain contact information for team members ensuring smooth, efficient and professional communication always.
• Responsible for maintaining equipment and stock. To collect mail, distributeaccordingly, organise courier deliveries for transport equipment as required
• Ensure the Team Leader on shift is informed of any service issues as well as Identifying. Report any health and safety 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.

About us

Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.

Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.

Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.

Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.

Job responsibilities

Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.

Person Specification

Education

• Maths GCSE grade C and above
• English GCSE grade C and above
• NVQ level 2 in relevant Subject

Knowledge and Nature of Experience

• NHS Background
• Experience of using a Patient Administration System
• Experience of Database use

Analytical and Judgement Skills

• Clear and concise written and verbal communication skills
• Computer literate with knowledge and experience of using Microsoft Office including Word, Excel, Powerpoint and Outlook.

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.

Employer name

Birmingham Women's and Children's NHS Foundation Trust

£25,760 to £27,476 a yearPro Rata plus unsociable