Detailed job description and main responsibilities

Please see attached Job Description.

Key result areas (Main duties/responsibilities)

1)    To respond to all telephone calls in a prompt, courteous and efficient manner. Ensuring they are put through to the correct destination in a timely manner. 

2)    To provide a professional reception service for all callers and visitors to the Unit. This includes occasions where there may be barriers to understanding with service users or visitors and an application of highly empathic or re-assurance skills are required when communicating in antagonistic and emotive calls..

Provides general non-clinical advice, information, guidance or ancillary services directly to patients, clients, relatives or carers such as directional advice, switchboard service information, 

3)    To maintain client confidentiality at all times and only disclose Trust information to authorised persons.

All staff will have knowledge of and adhere to the Data Protection Act and will not disclosure to any person or organisation, any confidential information that comes into their possession in the course of their employment. 

4)    Listen to and assess complex calls for facts/situations both clinically and non clinically to determine the most suitable route from a range of options such as which bleep holder for ‘in area’ beds or ‘out of area beds’ which wards to be directed to/put through, emergency alarms, fire, police etc…

5)    To respond to emergency, fire and intruder alarm calls alerting key personnel as specified in standard operating procedures. This includes handling blue light calls from the ward and ensuring the Trust 666 emergency procedures are followed. Ensure front door of unit is secured following instructions from Clinical staff

6)    To operate internal bleep paging. Also send text out of hours to GP’s for sickness cover and follow up with a call to Doctors with guidance from bleep holder if required 

7)    To issue pagers, and mobile phones and record such as required by Trust procedures. 

8)    Follow the on-call arrangements for the following services and more, including logging as required:- 

• DHCFT Medical on call rotas including Safe guarding children’s emergency consultants
• DHCFT Estates on call rota
• DHCFT 1^st and 2^nd on call rota’s
• DCHS Estates on call rota
• DCHS 1^st and 2^nd on call rota

9)    When an major incident/emergency happens or  is reported receptionists/ switchboard must ensure  emergency plans are carried out and recorded following standard operating procedures 

10) To book on line and query taxis, recording data as requested

11) To maintain an accurate record of incidents that occur. 

12) To ensure the safe central storage and issue of keys to authorised personnel following agreed guidelines and deal with temporary swipe card access including swipe card activations

13) To receive mail/parcels and ensure that it is franked or distributed safely

14)  Following appropriate authorisation, playback agreed CCTV for clinical staff 

15)  Use Trust IT. Programs such as System One/Net 2 door access systems and others for appropriate switchboard work.