Emergency Call Handler

The Methodist Church in Britain; Birmingham; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Training provided during role

Job summary

Birmingham Women's and Children's NHS Foundation Trust is seeking a proactive administrator to support the KIDSNTS intensive care transport team. You will handle emergency referrals, log cases, and enter live data into Taurus/Lorenzo while coordinating with clinical teams across the region.

Role requires strong communication, attention to detail, and comfort with 24/7 shifts including nights. Training is provided after appointment and you will work within a busy, multidisciplinary environment.

Qualifications

• Maths GCSE grade C or above.
• English GCSE grade C or above.
• Ability to log and transfer information accurately.
• Proficient with standard office software and databases.

Responsibilities

• Answer emergency calls on the switchboard from clinicians across the region.
• Accurately log emergency referrals of critically ill children and babies.
• Input live patient data into databases and hospital systems.
• Confer calls with MDT members and maintain clear communication during transfers.
• Prepare and chair daily handover meetings and take minutes.
• Produce activity, audit and outreach reports.
• Maintain equipment, stock, and mail distribution for transport ops.

Skills

Clear written communication

Verbal communication

Computer literacy

Office software

Education

Maths GCSE C or above

English GCSE C or above

Tools

Word

Excel

PowerPoint

Outlook

Job description

This 12-month post sits in the operations centre of the KIDSNTS intensive care transport team at Birmingham Women's and Children's NHS Foundation Trust. The post holder takes emergency referral calls from doctors and nurses across the region, logs details of critically ill children and babies, and enters live data into the database and Taurus. Shifts cover the 24/7 service, including 12-hour days and 11-hour nights with lone working, on a 4-week rota shared with the admin team. All training is given once in post.

What the job involves

• Answer emergency calls on the high-tech switchboard console from doctors and nurses across the region
• Accurately record emergency telephone referrals of critically ill children and babies
• Input live patient information into the web database, register patients on Taurus and use Lorenzo to support the service
• Confer calls and speak confidently to all MDT members, developing close links with other teams and hospitals
• Track the team's position and journey progress, keeping clear communication throughout transfers
• Prepare and chair daily team handover meetings and take minutes
• Ensure all documentation is scanned to the database and hospital systems before shredding, per trust governance policy
• Produce activity, audit and outreach reports
• Maintain contact information for team members
• Maintain equipment and stock, collect and distribute mail, and arrange courier deliveries for transport equipment
• Inform the Team Leader of service issues and report health and safety issues to management
• Carry out general office administration and provide cover as required

What’s required

Qualifications

• Maths GCSE grade C or above
• English GCSE grade C or above

Skills & knowledge

• Clear and concise written and verbal communication
• Computer literacy and IT skills, including Word, Excel, PowerPoint and Outlook
• Customer service skills
• Ability to think ahead when taking calls
• Efficient and accurate transfer of information onto a database
• General office administration skills

Other

• Willingness to work 24/7 shifts, including nights and lone working

Nice to have

• NVQ level 2 in a relevant subject
• NHS background
• Experience of using a patient administration system
• Experience of database use

What’s offered

• Training given once in post