Call Operator

To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service.

To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude

Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards.

To respond to incoming calls without delay

• To receive, respond to and maintain evidence of all enquiries.
• To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
• To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand.
• To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed.
• To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service.
• To communicate patient appointments and information in a timely and agreed manner.
• To collate and circulate scheduled daily reports and any ad hoc reports as requested.
• To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions.
• To support new staff within the team as part of the induction process.
• To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Coordinator, Team Leaders and / or Service Support Manager.