Job Title: Telephonist / Receptionist Grade IV
Reference No: 11.002(2024)
Department / Directorate: Telephony/ICT Directorate
Reports to: Manager and Deputy Manager
Tallaght University Hospital (TUH) is an exciting and dynamic place to work. The team at the Hospital are in the midst of implementing a new hospital strategy that has already delivered on the opening of a new renal unit, day surgery centre, step down facility in the community and the start of building works on a new ICU extension. It is an exciting time to join the TUH team and one of Ireland’s main teaching hospitals with so many plans to enhance patient care. The Hospital believes in investing in their team and offers excellent education and research opportunities.
TUH is one of Ireland’s largest acute teaching hospitals, adult, psychiatric and age-related healthcare on one site. The Hospital has 450 adult beds with over 3,500 people on staff and more than 50 different nationalities represented. The Hospital is a provider of local, regional and national specialties. It is also a national urology centre, the second largest provider of dialysis services in the country, a regional orthopaedic trauma centre and a designated trauma unit.
TUH is one of the two main academic teaching hospitals of Trinity College Dublin - specialising in the training and professional development of staff in areas such as medicine nursing, health and social care professionals, emergency medicine and surgery, amongst many others. TUH is part of the Dublin Midlands Hospital Group which serves a population of over 1.2 million across seven counties.
TUH Vision and Values
The vision of the Hospital is “People Caring for People to Live Better Lives” through excellent health outcomes supported by evidenced based practice, positive patient and staff experience in an empowering and caring environment. A culture of innovation and quality improvement in everything we do.
Our TUH CARE values – for patients, their families, our community and staff are:
* Collaborate – together and with our academic and care partners
* Achieve – our goals, positive outcomes and wellbeing
* Respect – for patients, each other and our environment
* Equity – for patients and staff
At TUH we view our staff as our most valuable asset and every member of the Team is valued equally. We recognise that a skilled, satisfied and motivated workforce is a prerequisite to high quality care.
Purpose of the role:
The purpose of the Telephonist/Receptionist role is to provide telephony services and fulfill duties on reception desk.
Overview of role:
Key Duties and Responsibilities
* Operate the telephone switchboard and reception desk in accordance with the standard procedures laid down by the Hospital. Operate the hospital paging system, according priority at all times to emergency calls
* Deal with requests for paging. Maintain on-call duty schedules for all N.C.H.D.’s and other on-call staff. Liaise with medical administration department to ensure these are up to date at all times
* Administer pager functions with current system and future replacement systems: change-outs, battery checks, reprogramming and updating of pager lists as necessary
* Deal with internal and external telephone enquiries in an efficient, professional, courteous and friendly manner
* Liaise with staff in all departments, the public and outside agencies
* Observe the procedures laid down by the hospital in the event of a defect occurring in the telephone system
* Treat as priority any emergency calls, e.g. Crash call or major emergency. Assist with conducting the crash tests and battery function tests as required
* Observe the code of procedures regarding all emergencies
* Answer and deal with queries from within the hospital and from outside sources.
* Record and maintain such telephone records as required, including the logging of reported telephone faults, and the logging of telephone calls for billing purposes
* Co-operate with new equipment, technology, methods and techniques for the provision of an enhanced service. Assist with the regular testing of equipment and technology to ensure all in working order and continuity of service
* Meet and greet members of the public in a courteous manner, answer all enquiries made, and direct persons to the appropriate clinic, ward, office, etc.
* Order transportation as appropriate, e.g. taxis, ambulances etc., and record in relevant files
* Operate the Patient Location system, and in the event of computer outage, source alternative lists from admissions / Emergency departments
* Keep such correspondence, files, records and accounts as may be required from time to time.
* Administer payments associated with Patient Accounts and maintain associated records
* Carry out other tasks as they arise when requested by your line manager
* Utilise all current and new technology required for the role
* Adopt new processes for general duties as requested by Department Manager
General
* Call in staff involved in the provision of an after-hours on-call service for the hospital as required
* Co-operate with training/re-training as required, including the training of new staff
* Flexibility within the roster is required to provide the Telephone/Reception service. On occasions where a shift cannot be filled, we will seek to fill that slot, firstly on a voluntary basis among staff, and if unable to fill voluntarily, available shifts will be allocated on a rotational basis among staff
Qualifications & Experience required
Must:
* Have obtained at least Grade D3 in five subjects in the Leaving Certificate Examination (higher, ordinary, applied or vocational programmes) or equivalent
* Have passed an examination at the appropriate level within the QQI qualifications framework which can be assessed as being of a comparable to Leaving Certificate standard or equivalent or higher i.e. Fetac Level 5
* Have satisfactory relevant experience which encompasses demonstrable equivalent skills
* 2 years’ Experience of operating a switchboard or working in a busy call centre dealing with telephone queries
* Practical experience of use of IT systems / packages
* Fluent command and understanding of the English language to include spoken and written word
Desirable:
* Experience of dealing with the public
* Flexible approach to change
Reward & Recognition
* Remuneration is in accordance with the Department of Health Consolidated Salary Scales, 1st June 2024.
* € 33,422-€ 52,253 LSI
* The appointments are full time, part time permanent, temporary and pensionable.
* The annual leave entitlement is 27 working days per year, pro-rata. The leave year runs from 1st April to the 31st of March each year.
* Working hours are 37 hours per week. As part of a 24/7 service the contracted hours will be day/evening/night during training period and hours of work are liable to change to meet the requirements of the service and will at a future date include 3 shifts over 24/7.
Application process
Applications can be submitted ‘on-line’ at www.tuh.ie/careers by completing the application form and attaching your CV. Candidates should be aware that, when applying for a post through the 'On-Line' Application System (Candidate Manager) they will receive an automated replying acknowledging receipt of their application. Should you for any reason, not receive this automated acknowledgement, you should notify the Human Resources Department, before the closing date, otherwise your application will not be considered.
All candidates should note that, in order to maintain a timely process, the closing date and time for receipt of applications will be strictly adhered to.
Informal Enquiries to: ICT Service Desk Manager Email: Donal.macgiollaphadraig@tuh.ie
Closing Date: Before close of business on: 20th November 2024
Interviews will be held on the 25th November 2024
TUH Core Competencies:
Core Area
Competency
Level
Managing the service
Quality & Safety of Service
2
Managing the service
Delivery of Results
1
Managing Change
Problem Solving & Decision Making
2
Managing Change
Communications & Influencing
1
Managing Yourself
Team player
1
Managing Yourself
Planning and Organising
1
Managing People
People Management
1
Managing People
Leadership
1
Please go to www.tuh/careers for details of the core competencies #J-18808-Ljbffr