Switchboard Operator

West Suffolk NHS Foundation Trust; Bury St Edmunds; On-site; GBP 21,000 - 27,000; Full time

Job summary

The West Suffolk NHS Foundation Trust is seeking a dedicated switchboard operator to answer the Emergency line and manage calls from multiple lines, ensuring callers are directed promptly to the right teams.

Your duties include handling on-call rotas, arranging contract taxis, issuing Loan Alertive devices, and assisting the Site Manager with radios when the switchboard or bleeps systems fail, across day and night shifts (06:00-14:00, 14:00-22:00, 22:00-06:00).

Qualifications

• Answer emergency and non-emergency calls on the switchboard.
• Coordinate with on-call teams and doctors.
• Maintain accurate on-call lists and rotas.
• Manage booking and transfer of contract taxis and samples.

Responsibilities

• Emergency calls handling via the switchboard and directing to on-call teams.
• External emergency calls to Fire Brigade and Police.
• On-call rotas management and dissemination to staff.
• Booking of contract taxis for patients, medications, staff transfers.
• Issuing of Loan Alertive devices.
• Assisting Site Manager with radios during switchboard/bleep system failures.

Skills

Emergency call handling

Communication skills

Teamwork

Attention to detail

Multi-tasking

Job description

The job role within the switchboard office is varied, our priority is answering the telephone calls, we receive on average 28,500 a month, the calls come into the switchboard via different lines and are answered in the following order, The Emergency Calls, The Emergency Communication Calls, The GP Calls, the External Calls, the Internal Calls and each operator has their own internal extension., Some of the responsibilities you will have are:

• Emergency calls that are made to the switchboard, these are usually via a 2222 call, these include Maternity Emergencies, Paediatric Emergencies, Cardiac Arrests, Stroke Alerts, Stroke Thrombolysis, Massive Blood Loss, Traumas and RPI's. These groups are tested on a daily basis to ensure all emergency bleeps are working correctly, following an emergency call we are responsible for getting the on-call teams to the right place, procedures vary slightly in hours and out of hours.
• External Emergency calls to the Fire Brigade and Police.
• On- call Rotas for all departments within the trust, we check these rotas on a daily basis and transfer this information onto our Doctors Board and issue a daily on call list to various individuals across the trust.
• The booking of contract taxis, these can be to take a patient home, to take patients medication or belongings home, arrange the transfer of pathology samples to other hospitals, to transfer staff who are working at other trusts or collecting staff who have gone on a transfer with a patient to another hospital, we also book the contract taxis for the psychic liaison team for patients who are being discharged from A & E.
• Issuing of Loan Alertive devices
• Assisting Site Manager for issuing Radios to the on- call teams in the event of switchboard or bleep system failure.

#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community

We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings. The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge. Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital. We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team. With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be. We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.

The high priority call to answer is the Emergency line, we receive on average 500 Emergency Calls each month. On many occasions these emergency's calls are not straight forward and we have to use our initiative to get a good outcome. The shift patterns that someone could expect for a role in switchboard are 06.00-14.00 14.00-22.00 22.00-06.00