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Job summary

Main area
Critical Care Transport Call Handling
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week (nights and weekends including bank holidays)
Job ref
358-7410332-W&C
Employer
University Hospitals of Leicester NHS Trust
Employer type
NHS
Site
Castle Donington
Town
Derby
Salary
£24,937 - £26,598 per annuam
Salary period
Yearly
Closing
11/09/2025 23:59

Employer heading

University Hospitals of Leicester NHS Trust logo

Critical Care Call Handler

NHS AfC: Band 3

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Job overview

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 switch board 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 on to the database in a timely fashion. The post holder will need to be able to multi-task when managing concurrent calls

Main duties of the job

·         Ability to use the high tech switch board 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 that are used by the different services for CoMET, CenTre and ECMO database.and Transfer information succinctly and efficiently to        .

·         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 sort from other regional teams.

·         Update bedstate with appropriate operational delivery network.

·   Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.

Working for our organisation

Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).

We have four primary goals: 

  • high-quality care for all, 
  • being a great place to work, 
  • partnerships for impact, and 
  • research and education excellence

And 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, and 
  • 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:

http://www.leicestershospitals.nhs.uk/aboutus/work-for-us/current-vacancies/

Detailed job description and main responsibilities

·         Ability to use the high tech switch board 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 that are used by the different services for CoMET, CenTre and ECMO database.

·         and Transfer information succinctly and efficiently to        .

·         Maintain contact information for team members, ensuring smooth, efficient and professional communication at all times.

·         To track the transport team’s current position and journey progress, 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.

·         Ensure the Team Leader on shift is always informed of any service issues, as well as identifying and reporting any delays or interruptions in service continuity, including staffing issues  to the management team and appropriate department.

·         Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.for example downloading and collating recording for clinical staff to listen to in relation to complaints or investigations

·         Assist the team leader in producing activity, audit and outreach reports as required

·         To ensure that all documentation is scanned to the database and hospital systems. Check and update relevant forms daily. Responsible for photocopying, preparing and distributing referral information as required, always maintaining confidentiality.

·         To also ensure that cases are referred onto the cleric data base used by SJA in order that transfers can be allocated to SJA crews promptly and transfers teams mobilised as soon as possible. This also allows for the transport teams location and progress to be monitored.

·         To attend service team meetings, held monthly.

 

Patient/Customer Service

 

·         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 sort from other regional teams.

·         Update bedstate with appropriate operational delivery network.

·         Maintain contact information for team members ensuring smooth, efficient and professional communication at all times.

Person specification

Training and Qualifications

Essential criteria
  • 5 A-C GCSE’s or equivalent including English and Maths
  • You will need NVQ 3 or equivalent

Experience

Essential criteria
  • Ability to use the high tech switch board console efficiently and with confidence
  • Experience of dealing with difficult situations and able to deal calmly with emergency situations.
  • Experience of dealing with difficult situations and able to deal calmly with emergency situations.
  • Experience of database use. Understanding of medical terminology
Desirable criteria
  • NHS Background Experience of using a Patient Administration System
  • Experience of using a call conferencing system

Communication and relationship skills

Essential criteria
  • Good standard of spoken and written English
  • Able to demonstrate good listening written and communication skills
  • Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
  • Maintain a high standard of written and verbal communication in the line of duty
  • Confidence to speak to all members of the multi-disciplinary team and pass information on succinctly and efficiently.
  • Diplomacy

Skills

Essential criteria
  • Ability to meet deadlines
  • Computer literate with knowledge and experience of using Microsoft Office, including Word, Excel, Powerpoint and Outlook
Desirable criteria
  • High level of typing and keyboard skills
  • Keyboard skills RSA Level 1

Planning and organisation skills

Essential criteria
  • Ability to multitask
  • Good organisational and problem-solving skills Ability to work in a busy environment Demonstrates supportive behaviour towards others

Equality & Diversity

Essential criteria
  • Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
  • All staff are expected to engage in compassionate and inclusive leadership in the provision of high quality care and interactions with others

Analytical and Judgement skills

Essential criteria
  • Ability to display initiative Able to reflect on own behaviour and practice.

Other requirements specific to the role

Essential criteria
  • Teamwork
  • Punctual and flexible across the hours of work when required.

Employer certification / accreditation badges

Apprenticeships logoCare quality commission - Goodhttps://www.gov.uk/government/publications/kickstart-scheme-employer-resources/kickstart-scheme-brand-guidelinesMindful employer.  Being positive about mental health.Disability confident committedHappy to Talk Flexible Working

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Hilliary Killer
Job title
General Manager
Email address
[email protected]
Telephone number
07534 014990
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