Patient Transport Services Coordinator

4 weeks ago

Warrington, Warrington, United Kingdom West Midlands Ambulance Service University NHS Foundation Trust Full time

About the Role

We are seeking a highly skilled and motivated individual to join our team as a Controller Planner for our Non-Emergency Patient Transport Services contract in Warrington.

As a key member of our team, you will be responsible for planning and coordinating patients' journeys to and from their hospital appointments, as well as discharges and transfers between hospitals.

You will work closely with operational crews and hospital staff to ensure patients are collected in a timely manner and any issues are resolved promptly.

Key Responsibilities

  • Operate communications and information systems to receive and make calls to/from patients, commissioners, healthcare professionals, and WMAS operational staff.
  • 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, co-ordinating 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.
  • Report to first line management on the performance of operational staff in the delivery of the Service.
  • Through the process of planning/control, allocate and re-assign where necessary journeys to operational staff working for the Non-Emergency Service using a high-level of organisational 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, which are required 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

Qualifications

  • 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.

Experience

  • 1 year of Customer Care experience.
  • Working as part of a team co-ordinating the work of others.
  • Previous experience of working in a Control Centre environment or equivalent.
  • Experience of pressurised working environment.
  • Advance keyboard skills.

Skills and Knowledge

  • Able to work as member of 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 whilst maintaining a courteous, caring, professional attitude when dealing with callers.

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