UCLH Call Handlers (Switchboard Operators)

Rx Plus; London; On-site; GBP 20,000 - 27,000; Full time

Job summary

A major NHS Trust in London is seeking a dedicated Call Handler to ensure effective communication and emergency response. This role involves managing high volumes of calls, supporting clinical and non-clinical departments, and maintaining accurate records. The ideal candidate will possess excellent communication skills, computer literacy, and the ability to remain calm under pressure. This challenging role directly contributes to patient safety and quality care.

Benefits

Comprehensive training and professional development

Supportive team culture

Contribution to patient safety

Qualifications

• Experience in a healthcare or emergency services environment is preferred.
• Basic keyboard and IT skills are necessary.
• Ability to work in shifts, including weekends and holidays.

Responsibilities

• Manage incoming and outgoing calls, addressing various needs.
• Coordinate responses during emergencies while following protocols.
• Log call details accurately in hospital systems.
• Provide callers with timely and precise information.
• Support various hospital departments in communication processes.
• Maintain comprehensive records of all interactions.

Skills

Excellent Communication Skills

Computer Literacy

Calmness Under Pressure

Attention to Detail and Accuracy

Empathy and Respect

Teamwork and Collaboration

Education

Previous experience in customer service or call handling

Tools

Hospital communication systems

Job description

Overview

University College London Hospitals (UCLH) is a world-renowned NHS Trust committed to providing exceptional patient care and medical services. Integral to the hospital's operations is the role of Call Handlers, including switchboard operators, who serve as the essential communication hub connecting patients, staff, and emergency services. Call Handlers are responsible for managing all incoming and outgoing telephone communications within the Trust, ensuring efficient, accurate, and compassionate handling of calls. This position demands high levels of concentration, communication skills, and technical aptitude to manage routine inquiries and critical emergencies effectively. The role supports clinical teams and hospital departments by facilitating timely and accurate information flow, which directly impacts patient safety and service quality.

Key Responsibilities

1. Call Handling and Routing: Call Handlers manage a high volume of incoming and outgoing calls daily, addressing a broad spectrum of needs. These range from general enquiries—such as appointment information or hospital directions—to urgent clinical requests requiring immediate action. Call Handlers must identify the nature of each call, provide accurate information, and ensure calls are directed promptly to the relevant department or individual.
2. Emergency Response Coordination: One of the most vital aspects of this role is managing on-site emergencies, including fire alarms, cardiac arrests, and other urgent incidents. Call Handlers are trained to follow strict protocols to alert emergency teams and coordinate responses efficiently. Their ability to act swiftly and accurately under pressure can save lives and prevent harm, making this responsibility critical to the Trust's emergency preparedness.
3. System Management and Call Logging: Call Handlers operate sophisticated hospital computer systems and software. This includes logging call details accurately in real-time, managing the distribution and reception of bleeps (pager systems) used by medical teams, and utilizing the Trust's I-message system to send out emergency alerts. Precise data entry and system navigation ensure effective communication flow and provide a reliable record of all interactions for audit and review.
4. Information Provision and Assessment: Providing callers with accurate and helpful information is a key duty. Call Handlers must assess the urgency of each caller's request, ensuring that urgent clinical matters receive priority attention and non-urgent queries are efficiently handled. They act as an information gateway, supporting patients, visitors, and healthcare professionals in accessing the appropriate services or advice.
5. Support to Clinical and Non-Clinical Areas: Call Handlers offer ongoing communication support across the entire UCLH network, which includes multiple hospital sites and departments. They manage internal incidents, facilitate interdepartmental communication, and help maintain seamless operational flow. Their role is crucial in supporting clinical teams to focus on patient care without the distraction of communication breakdowns.
6. Communication and Record Keeping: All interactions must be documented clearly and comprehensively in hospital systems. Accurate record keeping enables traceability, supports continuity of care, and contributes to quality assurance processes. Call Handlers must ensure that records are kept confidential and comply with data protection policies.

Skills and Competencies

• Excellent Communication Skills: Call Handlers must have exceptional verbal and written communication abilities. They need to clearly convey complex information in a calm, empathetic manner and listen actively to understand caller needs, particularly in stressful or sensitive situations.
• Computer Literacy: Proficiency with hospital communication and information systems is essential. Call Handlers use multiple software platforms simultaneously, including call logging, paging systems, and symptom assessment tools. Fast and accurate keyboard skills are critical for efficient data entry.
• Calmness Under Pressure: The role requires the ability to remain composed during emergencies or high call volumes. Call Handlers must make quick, sound decisions, maintaining professionalism and clarity while supporting distressed or anxious callers。
• Attention to Detail and Accuracy: Accurate logging of call information and the correct management of bleeps and emergency communications are vital to patient safety and operational effectiveness. Call Handlers must ensure all records are precise, timely, and thorough.
• Empathy and Respect: All callers, whether patients, relatives, or staff, must be treated with dignity, respect, and understanding. Call Handlers often deal with vulnerable individuals, making empathy and patience crucial to delivering a high standard of care.
• Teamwork and Collaboration: Call Handlers work closely with clinical staff, emergency responders, and administrative teams. Strong interpersonal skills and the ability to collaborate effectively ensure smooth communication across the Trust.

Qualifications and Experience

• Previous experience in a customer service or call handling role, preferably within a healthcare or emergency services environment. Familiarity with hospital or NHS systems is desirable but not essential; full training will be provided.
• Basic keyboard and IT skills.
• Ability to work shift patterns, including evenings, nights, weekends, and public holidays, as hospital communication services operate 24/7.

Working Environment

UCLH Call Handlers work in a busy, dynamic communications centre that is critical to hospital operations. The environment requires adaptability, resilience, and a commitment to maintaining high standards of service under pressure. The role involves sitting for long periods and using multiple computer screens and telephony equipment.

Why Work for UCLH?

• Be part of a leading NHS Trust known for clinical excellence and innovation.
• Play a crucial role in patient safety and care quality.
• Receive comprehensive training and ongoing professional development.
• Work within a supportive team culture focused on collaboration and respect.
• Contribute directly to the operational success of a complex hospital network.

Conclusion

The UCLH Call Handler role is a vital, challenging, and rewarding position that ensures effective communication and emergency response across one of London's busiest hospital trusts. It requires a dedicated individual with excellent communication skills, technical proficiency, and the ability to remain calm under pressure. By joining UCLH as a Call Handler, you become a key part of the team that supports frontline clinical services and helps deliver exceptional patient care every day.