Non Emergency Patient Transport Service Call Handler

5 months ago

Wakefield, United Kingdom Yorkshire Ambulance Service NHS Trust Full time

Previous applicants who have applied and have been unsuccessful at interview stage in the previous 3 months cannot reapply.

Visiting hospital is not fun and for some people, just getting to their hospital appointments and back home again is tough. It’s for these reasons that we need people who can make arranging transport the easy part.

Our Patient Transport Service (PTS) provides NHS-funded transport for people who can’t get to their healthcare appointments by other means. Could you help arrange those journeys for our patients?

The department is open Monday to Friday between the hours of 7:00am and 7:00pm, and Saturdays and Sundays between 8:00am and 6:00pm, 365 days of the year including public holidays.

We are looking for staff to work a range of rota patterns, including some weekends, all of whom will be required to work on public holidays if that is how the rota falls. Hours worked on bank holidays and weekends attract additional unsocial payments.

We are looking for someone who likes to talk and is confident using IT. The majority of your role will be speaking to patients, their carers and healthcare professionals who are looking to arrange journeys to and from healthcare settings, then accurately recording the information they give you into our booking system. Of course, it’s not always as easy as it sounds because everyone has their own challenges, but if you’re the sort of person who finds reward in helping people, then we’d love to hear from you.

To make sure we provide the right type of transport to the people who need it the most, we have a set questions that we need to ask all callers. Sometimes you’ll need to speak slowly and clearly, sometimes you’ll need to repeat yourself several times, sometimes you’ll need to listen to someone’s troubles and concerns; but you’ll always need to be polite, professional and eager to make the caller’s experience a pleasant one.

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

**Benefits**:

- Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
- 27 days annual leave, increasing to 33 with service.
- Contributory Pension.
- NHS Discounts including shops, restaurants, gyms etc.
- Car lease and other salary sacrifice schemes.
- Dedicated employee assistance and counselling service.
- Opportunities for research participation, career progression and ongoing development.
- Well respected, committed and supported staff networks for our workforce.

Please see the attached job description for further information.
- Tell us what makes you compassionate and tell us about any experience you have in showing empathy.
- Describe your track record of providing excellent customer service in a fast-paced environment.
- Describe your ability to work under pressure.
- Your supporting statement should be at least two paragraphs long (around 500 words), but don’t paste your CV in this section - we’re not able to shortlist if you do.

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