University Hospitals of Leicester NHS Trust
Call Handler
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Call Handler
The call handler will be based at Castle Donington to effectively operate a 24/7 call handling service. The call handler will be responsible for answering emergency calls from members of the NHS multidisciplinary team using a high tech switchboard facility. They need to be able to confidently speak with consultants and other members of the MDT, conferencing in required team members efficiently and in a timely manner. They will be required to use a web-based system to input ‘live’ essential patient information, and assist the team with the administrative support they need in order to transfer patients safely.
The post holder will be based in the office alongside the clinical team. They will work closely with all grades of medics, nurses, administrators, and other team members. The post holder will be responsible for taking an initial referral call from doctors and nurses within the region, and nationally in terms of surge. The post holder must have excellent customer service skills, IT skills, and an ability to be proactive and think ahead when taking calls. They will also need to be able to transfer the information onto the database in a timely fashion. The post holder will need to be able to multi-task when managing concurrent calls.
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Key Responsibilities
- Ability to use the high-tech switchboard console efficiently and with confidence.
- Accurate recording of emergency telephone referrals for critically ill babies, children, and adults through a high-tech switchboard.
- Accurate data entry of patient information and referral data/information onto multiple systems used by the different services for CoMET, CenTre, and ECMO database.
- Maintain contact information for team members, ensuring smooth, efficient, and professional communication at all times.
- Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the transport process.
- Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
- Develop and maintain close collaborations with other services, such as other transport teams and hospitals, in order to update records of intensive care beds, cot availability, and delivery suite closures as required. Particularly where mutual aid is being sought from other regional teams.
- Update bed state with the appropriate operational delivery network.
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Our Strategy
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
Four Primary Goals
- High-quality care for all.
- Being a great place to work.
- Partnerships for impact.
- Research and education excellence.
We will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values, and we will work to ensure they are an everyday reality for all:
- We are compassionate.
- We are proud.
- We are inclusive.
- We are one team.
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve.
About The University Hospitals Of Leicester NHS Trust
https://www.uhleicester.nhs.uk
For further details / informal visits contact:
- Name: Sahiba Kalsi
- Job title: General Manager
- Email address: sahiba.kalsi1@nhs.net
- Telephone number: 07950 866 704
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