Telephonist

South Warwickshire NHS Foundation Trust; Warwick; On-site; GBP 21,000 - 26,000; Full time

Job summary

South Warwickshire NHS Foundation Trust is seeking a proactive receptionist to manage incoming calls and direct them to the appropriate departments at the Warwick site, Stratford, Rehab and Ellen Badger. You will assist patients, visitors and staff at the reception window, provide directions and enquiries, manage the hospital bleep system and monitor alarms, and support on-call procedures out of hours.

This role requires good communication, a friendly manner, and the ability to work with estates

Qualifications

• Handles and redirects telephone calls to departments.
• Assists the public with directions and enquiries at reception.
• Co-operates with security and estates for safety and access.
• Manages on-call contacts and emergency procedures during out-of-hours.

Responsibilities

• Receive and redirect calls to appropriate departments.
• Assist patients, visitors and staff at the reception window.
• Operate and test the hospital bleep system and alarms.
• Maintain records for key allocation, door codes, and on-call rotas.
• Provide on-call lists and act as primary site contact for transfers and access.
• Liaise with estates, security, and mortuary queries as needed.

Skills

Phone handling

Customer service

Communication

On-call support

Security awareness

Tools

Lorenzo

Job description

To receive and re-direct telephone calls to the appropriate departments in an efficient friendly manner To maintain a helpful and confident manner when dealing with patients, visitors and staff in order to promote the caring and professional image of the Trust. To assist the general public with directions and enquiries at the reception window, which may include but not exclusive to PPE, patient transfers via porters, etc To operate the hospital bleep system including daily tests, dealing with faults and to issue batteries as required and recycle the batteries To issue and maintain records of key allocation and door codes for key personnel To monitor and escalating the emergency numbers 2222 & 3333, at all times To support on the activation of emergency procedures in the event of fire, cardiac arrest, maternity emergencies and major emergencies and to inform appropriate personnel To maintain all appropriate records including on-call rotas, on-call mobile phone numbers Programme the on-call
phones to the relevant on call consultants To provide on-call lists for the relevant wards and departments To deal with requests for access from the general public to hospital wards in an efficient and friendly manner To deal and escalation requests for non-emergency transport from wards and departments using SWFT logistics Follow set procedures when reporting faults with equipment To regularly carry out the testing the emergency red phones throughout the hospital To initial assist and elevate the emergency lift phones/communication as and when required. To support in the regular testing of alarms and systems in conjunction with Estates To regularly monitor alarm panels and report any issues to security, porters or estates, blood bank, or any other associated team To liaise with Estates out of hours on-call staff with regard to issues relating to maintenance for all South Warwickshire NHS Foundation Trust Hospitals. Warwick, Stratford, Rehab, Ellen Badger. To be the primary site contact
for calls relating to patient transfers/discharges for via the agree logistics service provider Update the internal telephone directory from the starters and leavers list To support the internal postal team relating to mail redirecting around the Trust which cannot be identified To support queries relating to car parking in the absence of the Security team To take all necessary care for the security of equipment and information To co-operate with colleagues and management to ensure the health and safety of themselves and others To liaise with relevant personnel and co-ordinate any queries concerning the mortuary out of hours To contact and assist, if applicable, the on-call manager with regard to out of hours queries Regular use of the Trust computerised Patient Administration System Lorenzo to locate patients and assist with enquiries To communicate and respond to patients and/or departments that contact the Trust whom are hard of hearing, via the dedicated handset
To liaise with Medical staffing about locum Doctors To issue locum packs, identity badges and accommodation keys To provide the support for issuing of temporary ID cards which may need required out of hours Sign out fall back smart card for A&E staff when necessary Deal with contractors, out of hours, upon request To accept and forward any calls/information for a number of complex teams around the Trust, out of hours Hand out Rheumatology prescriptions and blood forms to patients obtaining signatures To be a primary contact for access to the main hospital site, out of hours, for patients, visitors and staff via the intercom There will be a requirement to work alone and unsupervised from 5pm Monday to Friday, weekends and some bank holidays Communications and Working Relationships To have good interpersonal skills and to be able to communicate with all levels of staff, patients, visitors and all hospital users