Be responsible for providing and receiving telephony information to and from the public, Trust staff, patients, relatives and ext.....
Be responsible for providing and receiving telephony information to and from the public, Trust staff, patients, relatives and external agencies. Using skills and knowledge and deliver the service in a timely manner In order to ensure the provision of a continuous service, staff shall arrive in good time in order to update themselves with information during shift change - over and take over overall responsibility from colleagues Use a range of communication equipment to transmit verbal and non-verbal messages concisely often in emergency situations Receive sensitive information from the general public demonstrating reassurance skills, confidentiality and the ability to be emphatic Be diplomatic and understanding when dealing with communication barriers e.g. language/hearing difficulties confused and elderly patient and aggressive callers Be proficient in delivering IMT and telephony related issues to Trust staff and other agencies and be familiar with medical terminology i.e. specialities acronyms and staff grades Communicate effectively and professionally with staff at all level Preserve at all times the confidentiality received about particular patients, as required by legislation and Trust Policy. Ensure the smooth transition for Drs change over at the periodical rotation Assist in the training of new staff in all aspects of the job and advise your line Manager on progress of the training. Actively participate in the PDPR Process. Undertake identified learning and development opportunities, as identified during the PDPR Process Ability to comprehend and retain a broad range of knowledge relating to the Trust i.e. geographical locations, departments, opening times, off site services etc Use judgment in emergency situations and judging best response in given situation, confident operate on own initiative. (Lone working Responsible for immediate decision making in the event of bleep system failure, initiating and auctioning contingency protocol (lone working). Liaising with senior managers and external agencies to identify faults when lone working Must be prepared to remain in the switchboard room for entirety of shift when lone working and be calm under pressure in the event of an emergency Manage and plans own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests. Be responsible for personal education, keeping up to date with required mandatory courses, day to day operational and procedural changes and any on the day changes Ability to physically react in emergencies which require rapid movement, to acknowledge alarm activation and convey location Monitor all alarms including drug and refrigerator alarms and take appropriate action, if activated, using the appropriate call out procedures Report all accidents and incidents as per Trust Policy. Keep good records of any maintenance required Manage and plan own work when lone working. Required to prioritise depending on the nature of the situation, i.e. emergencies, rota planning, system faults and visitor requests Advanced keyboard skills for speed and accuracy when sourcing information and inputting data Hearing/hand eye coordination for accurate operation of equipment in emergency situations and responding to alarms and emergency calls. Excellent listening skills required to overcome language/hearing difficulties or other barriers in communication Act in accordance with current legislation, policies, procedures and good practice Report behaviour that undermines equality and diversity Act upon on-call rotas, procedures provided by departments for key on call staff, both managerial and medical.
