Call Handler

Band 3 Call Handler for a large public sector organisation based through the Belfast Trust

Location: Royal Victoria Hospital

Pay Per Hour: £11.67

Working Hours: Shift Rota - 08:00 -20:00

JOB SUMMARY/MAIN PURPOSE:

NISTAR is the combined critical care transfer service for Northern Ireland. It incorporates the Neonatal, Paediatric and Adult retrieval services. NISTAR provides advanced resuscitation, stabilisation and inter-hospital transfer of critically ill infants, children and adults. Patients are managed by specialised clinical teams experienced in transport and retrieval. The service operates 24 hours a day, seven days a week. NISTAR also provides advice, support, education and training to hospitals on the safe transfer of critically ill patients. NISTAR is a regional service hosted and based in Belfast with clinical staff working out of the three critical care units in RVH, RBHSC and RJMH.

To access the NISTAR service a referring hospital will contact the single point of contact 7 days a week 08:00 to 20:00. A key element to the success of the NISTAR service is the single point of contact. The post holder will be working within a multi-disciplinary team and will be responsible for effectively receiving and logging telephone calls from referring hospitals requesting NISTAR transfers. As first point of contact to the service, the post holder will be required to instigate the appropriate action as detailed in the job description and laid down by the standard operating guidance principles. They will also play a role in the operational delivery of the service and will assist in the preparation of all documentation and communication needs to meet the NISTAR service requirements.

MAIN DUTIES / RESPONSIBILITIES

• To follow the standard operating guidance in relation to the referral process when handling a referral call.
• Accurate and timely documentation and recording of telephone referrals / messages to ensure all information is forwarded appropriately to the relevant team member within the required timeframe.
• Ensuring accuracy and efficiency in the use of information systems within the service, NISTAR database Kinseed, Corsium, NIECR, shared folders and Encompass.
• Setting up and facilitating conference calling to ensure accurate and timely communication.
• Arranging meeting venue/hospitality, attend meeting, taking notes and preparing minutes for distribution.
• Ensure accurate contact information is maintained in relation to the clinical team members and that this information is updated as necessary and handed over to on coming shift team member.
• To be aware of team position and the importance of tracking journey progress (situational awareness), ensuring smooth, efficient and professional communication at all times.
• Ensure close collaboration with other services such as the Northern Ireland Ambulance Service, and other key stakeholders.
• Ensure relevant forms are checked and updated on a daily basis and any discrepancies reported to the Co-ordinator/Team Leader.
• Maintenance and prioritisation of the service's administrative requirements under the direction of the Team Leader/Service Manager in order to support the workload of the specialist teams.
• Knowledge and experience of using a range of software programmes to include Microsoft Word, Excel along with other IT skills to maintain the NISTAR database.
• Maintain an accurate and retrievable filing system of any required paper records or databases & ensure patient referrals and transport forms are filed correctly and recorded accurately on the NISTAR database.
• Understand how accurate and timely data collection helps the Trust deliver patient care now and in the future.
• Ability to assist the team in producing activity reports using paper records and the NISTAR database and undertake audits of the service as requested/required by the Team Leader/Service Manager.
• Prepare for daily team handover meetings and take minutes during office hours, following the standard operating guidance laid down by the service.
• Manage the NISTAR team diary to ensure effective time management.
• Responsible for maintaining office equipment and stock levels reporting any defects/deficit to the Service Manager/Team Leader.
• Responsible for photocopying, preparing and distributing referral information as required maintaining confidentiality at all times.
• Ensure the Service Manager / Team Co-ordinators are informed of any service issues at all times.
• Participate in training appropriate to duties of the post and personnel development.
• Attend scheduled call handler/admin team meetings.
• To understand the process in relation to handling complaints in line with the Trust's Complaints policy ensuring that any complaints received are escalated to the appropriate personnel.

The Call Handler is critical to maintaining open lines of communication for all those connected to NISTAR service, these include:

• NISTAR Clinical Director, Lead Nurse, Service Manager, nursing and medical team
• NISTAR Ambulance Care Attendant teams
• PICU/NICU/Adult critical care teams,
• Northern Ireland Ambulance Service
• Clinical and administrative staff from regional units
• ICT, Information team and other services across the trust

ESSENTIAL CRITERIA

Ability to work as part of a team and on own initiative

Effective planning and organisational skills with the ability to prioritise workload

Previous experience compiling and producing clear and accurate documents, reports and letters

Four GCSE's Grade C or above (to include English Language) or equivalent and 1 years secretarial/administrative experience in a HSC setting

OR

NVQ Level 2 in Administration and 1 years secretarial/administrative experience in a HSC setting

OR

HNC/D in relevant subject or equivalent and 1 year's relevant experience in a HSC setting

OR

2 years relevant experience in a secretarial/administrative role at band 2 or above or equivalent in a HSC setting

If you are interested and available for this position, please upload your CV to the link or contact Kelly Cunningham at [email protected]

To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate. It will be a cost of between £16 - £32 depending on clearance level.