Non-Emergency Patient Transport Services Coordinator
4 weeks ago
About the Role
West Midlands Ambulance Service University NHS Foundation Trust is seeking a skilled and dedicated individual to join our team as a Controller Planner for Non-Emergency Patient Transport Services. This exciting opportunity will involve planning and coordinating patients' journeys to and from their hospital appointments, ensuring timely and efficient transportation.
Main Responsibilities
- Operate communications and information systems to receive and make calls to/from patients, commissioners, healthcare professionals, and WMAS operational staff, taking patient demographics and a full presenting history.
- Input details of bookings by telephone/fax/electronically from customer units/staff and transport enquiries from Healthcare Professionals and the general public applicable to the Trust Contracts.
- Ensure the effective deployment of resources to meet contractual requirements, coordinating the work of others as required.
- Make outbound calls to other professionals and the general public, adhering to working practices and protocols.
- Support the achievement of agreed National and Trust standards of service.
- Coordinate patient movement and maintain a dialogue between local Operational Staff and/or Liaison Assistants and the Control Centre to maximize the effective use of available resources.
- Report to first-line management on the performance of operational staff in the delivery of the Service.
- Allocate and reassign journeys to operational staff working for the Non-Emergency Service using a high level of organizational skill.
- Receive and process sickness and fitness notifications from all Operational and Control staff.
- Handle calls from Drivers regarding their work and shift arrangements.
- Ensure that those areas of service provision under their control or jurisdiction conform to the WMAS Quality Procedures, Data Protection Act, and Caldicott Guidelines.
- Assist first-line management in ensuring the effective deployment of operational resources such as Voluntary Car Drivers and all other sub-contractors to support the Trust Non-Emergency Contracts.
- Attend training courses to maintain professional knowledge and keep up to date with changing procedures and protocols.
- Train new Call Takers on the telephone and computer system.
- Identify and report IT-related problems on computer software and workstations.
- Undertake administration duties when required, including filing, faxing, and photocopying.
Person Specification
- Minimum 5 GCSEs at Grade A - C, including English or equivalent (must be able to provide evidence, certificates, etc).
- Willing to undertake required in-house training.
- Willingness to complete the Educare Training Programme within six months of commencing with the Trust.
- 1 year of Customer Care experience.
- Working as part of a team coordinating the work of others.
- Previous experience of working in a Control Centre environment or equivalent.
- Experience of pressurized working environments.
- Advance keyboard skills.
- Able to work as a member of a team and on own initiative.
- Concerned for Quality and Customer Care.
- Excellent communication skills (both verbally and in writing), empathetic, tactful, and diplomatic.
- The ability to adapt and communicate effectively with patients/callers who may be abusive, elderly, severely distressed, have language difficulties, or mental illness.
- The ability to remain calm while maintaining a courteous, caring, professional attitude when dealing with callers.
About Us
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed. We acknowledge that a workforce that reflects the communities it serves provides better patient care and are therefore looking for self-motivated, enthusiastic people from all backgrounds who care about making a difference to our patients.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where, and how they work. During your interview, we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery, and the work-life balance of colleagues.
We are proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this, we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at [email address] if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
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