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Communications Assistant

4 months ago

Bristol, United Kingdom Bristol Ambulance Full time

Job summary

Bristol Ambulance currently provide Non-Emergency Patient Transport Services (NEPTS) call taking to patients in Bristol, North Somerset and South Gloucestershire (BNSSG). We provide a seamless point of contact for patients and Health Care Professionals via a single point of contact call centre. The communications Assistant role facilitates eligibility criteria screening, supports with enquiries, journey bookings and cancellations within service delivery specifications.

Main duties of the job

The post holder will take calls from members of the public and Health Care Professionals which will include assessment of patients' eligibility to access the service using set specifications to make journey bookings. The call handler will also provide information to service users to manage journey bookings.

About us

CQC Rated Outstanding - 2023

At Bristol Ambulance Emergency Medical Services (BAEMS) we are committed to providing exceptional, reliable and expert patient centred ambulance care, for both Private and NHS Health Care providers.

Founded in the 1970s (in 2022 we celebrated our 50th anniversary) and operating from a modern, centrally located headquarters within easy reach of the motorway network. With a state-of-the-art control centre we are operational 24/7 365 days a year.

We are proud to work with the NHS in routine acute or emergency transport provision and can respond rapidly and professionally to planned or urgent requests. We are helping the NHS to deliver high quality patient transport and Emergency services in their local areas.

Job description

Job responsibilities

To receive calls from patients, carers, relatives and Health Care Professionals (HCPs) requesting ambulance transport and enquiries. Answering calls professionally and politely and in a timely manner. Complete the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, sign post the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible escalate as per policy Inputting/Registration of eligible transport bookings onto the Cleric CAD computer system. Liaise with the operational transport provider regarding patient journeys and any required updates and input all data into Cleric. Liaise with Health Care Professionals as and when required regarding patient journeys. Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes Provide a high level of customer service at all times to all internal and external customers. Maintain patient confidentiality at all times Provide advice and assistance to patients and the public. Report near miss/incidents immediately via the Company Incident Reporting Procedure. Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of Bristol Ambulance which may be amended from time to time.

Patient Safety is a key priority for Bristol Ambulance. It is your responsibility to ensure that you are fully compliant with BAEMS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.

Person Specification

Experience

Desirable

Experience of working in a busy call centre Dealing with members of the public Good communication skills

Qualifications

Desirable

Maths and English GCSE at grade 2 or equivalent