Telephonist - Zero Hours

SWFT Clinical Services Ltd; Warwick; On-site; GBP 12,000 - 21,000; Part time

Benefits offered by this job

Company pension scheme

Discretionary annual bonus (subject to

Car lease scheme

Home & Electronics scheme

Discounted leisure and travel

Retail discounts

Cycle to work scheme

24/7 Employee Assistance Programme

Job summary

SWFT Clinical Services Ltd. is recruiting for a Telephonist/Receptionist to join our Hospital Switchboard Team on a zero-hour basis. The role requires excellent communication, confidentiality, and professionalism.

Full training provided, with shifts across days and occasional nights, based in Warwick. The successful candidate will handle calls for patients, visitors and staff, direct inquiries, and operate the hospital bleep system, contributing to a high standard of service in a NHS-related

Qualifications

• Level 3 education or equivalent experience.
• Communications and customer relations skills.
• Previous experience working in telecommunications services.

Responsibilities

• To undertake general telephonist/receptionist duties acting as the first point of contact for our patient, visitors and staff.
• 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 operate the hospital bleep system including daily tests, dealing with faults and to issue batteries as required and recycle the batteries.
• To monitor and upscale 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 regularly carry out the testing the emergency red phones throughout the hospital
• 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.

Skills

Communication skills

Education

Level 3 education or equivalent experience

Job description

For your information sponsorship for this role is not available.

We currently have a vacancy for zero hour for various day shifts with occasional night shifts as a Telephonist/Receptionist who have excellent communication skills and would like to join our Hospital Switchboard Team.

You must be confident, articulate, have good organisational skills and be able to maintain the highest standards of professionalism and confidentiality.

We are seeking applicants with at least 2 years experience working within the telecommunications service or customers facing roles, ideally gained within the NHS but not essential

Full training will be provided to successful candidates

If you would like to have an informal discussion about this post, please contact:

Barbara Halford - Switch Board Supervisor Hotel Services 01926 495321 M-F 13:30- 21:00

Main duties of the job

To undertake general telephonist/receptionist duties acting as the first point of contact for our patient, visitors and staff.

Working for our organisation

SWFT Clinical Services is a wholly owned subsidiary of the South Warwickshire University NHS Foundation Trust (SWFT). The company provides a number of services such as outpatient pharmacy facilities at Warwick and Stratford and Nuneaton hospitals; estates and facilities management at Stratford hospital, Acorn House and Lillington Health Hub; private patient service and consultancy services to NHS Trusts.

Subject to the Company and individual’s performance, an annual discretionary bonus will be awarded.

There is automatic enrolment to the Company pension scheme, with the Company contributing 5%.

A benefits package is available to the appointed candidate upon successful completion of the six month probationary period. This gives access to benefits such as a car lease scheme; Home & Electronics scheme; discounted leisure and travel; retail discounts and a cycle to work scheme.

Where is also access to a 24/7, 365 days a year Employee Assistance Programme to support colleagues who may be facing some tough times or they need extra support with their mental well-being.

Detailed job description and main responsibilities

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 upscale 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 rota’s, 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 upscale 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 upscale 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

Qualifications

• Level 3 education or equivalent experience
• Communications and customer relations skills

Experience

• Previous experience working in telecommunications services
• Experience gained preferably within the NHS

Skills

• Good organisational skills
• Ability to plan workload and work under pressure
• Good working knowledge of confidentiality
• Able to work independently and as a part of a team, referring to supervisor as needed

Personal Qualities

• Articulate and polite
• Responsible and reliable
• Co-operative and flexible worker
• Able to work as part of a team
• Good organisational skills
• Able to concentrate on tasks and change priorities as the role requires

Other

• Able to work on a shift basis
• Willingness to work additional hours
• Able to work unsupervised and alone out of hours and weekends