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Telephonist Receptionist job description
To operate the busy computerised switchboard and provide a professional and efficient service for the hospital, patients, visitors and general public 24 hours a day, 365 days a year.
OVERVIEW OF RESPONSIBILITIES
Responsible for providing a professional, efficient, friendly, customer focused and quality switchboard service at all times. Ensuring that all calls & enquiries are handled efficiently and within the set time where reasonably practicable.
Respond to all internal and external calls in a confident, courteous and polite manner, regardless of the sometimes difficult, provoking, distressing and lengthy calls that have to be handled.
Be conversant with all associated information relevant to the switchboard i.e all emergency procedures and policies, implement and act accordingly as and when required
Implement the Major Incident Policy in conjunction with Senior Management, Ambulance Services and Police etc
Cover reception duties and deal with all enquiries as required
Issue and receive Departmental and Accommodation keys, ensuring they are both signed in and out of the department by authorised individuals and are stored securely
Issue batteries for pagers/bleeps as required, ensuring individual’s signature is obtained.
Monitor all alarm systems and take appropriate action as determined by the local policy / procedure
Be familiar with and operate the internal bleeping system, act accordingly to procedures for emergencies, i.e Team calls for Cardiac Arrest, Trauma, Fire etc
Complete daily test calls for emergency team group bleeps (as above) via the internal bleep system
� Pass messages to holders of external pagers via the paging bureau
Liaise and inform Security/ Portering Supervisor in the event of disturbances
Update doctors on-call board, and all information boards as required
Complete all management, departmental and doctors on-call rota sheets daily using information provided in on-call rota files and amend as required
Be aware of staff on-call rotas and amend if required, ensuring the necessary information is passed onto colleagues and other staff
Contact on-call staff as required via internal bleep system, pager or telephone
Undertake booking of Transport out of hours as required by liaising with contracted provider
Participate in training and guidance of all new and temporary staff
To fully utilise the directory by use of a visual display unit and to report alterations,
queries and amendments
The post holder will participate in objectives and targets and will have regular appraisals in order to identify any training requirements
To cover the night shifts as and when required.
Carry out any other duties associated with the post of Telephonist/Receptionist as required by the switchboard manager
SKILLS AND APTITUDES
Able to communicate at all levels
Good listening skills
Ability to prioritise workload
Confident in following emergency procedures
Work as part of a team or on own
Able to use own initiative
Tactful & Diplomatic
Able to deal with the public in a friendly & efficient
Remain polite at all times
Ability to deal with potentially difficult,
provoking, distressing, lengthy calls and