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Patient Transport Services Coordinator
2 months ago
We are seeking a highly organized and communicative individual to join our team as a Non-Emergency Patient Transport Services Controller Planner. As a key member of our operations team, you will be responsible for planning and coordinating patient journeys to and from hospital appointments, ensuring timely and efficient transportation.
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, 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.
- 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 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, 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.
- 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 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.
- 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 whilst maintaining a courteous, caring, professional attitude when dealing with callers.
