Non Emergency Patient Transport Services Controller

4 weeks ago

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

Job summary

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is 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.

Main duties of the job

An exciting opportunity has become available with West Midlands Ambulance Service University NHS Foundation Trust for Controller / Planners for our Non-Emergency Patient Transport Services contracts at Frankley covering our Birmingham contract with shifts covering Monday to Saturday (0700 - 2200 hours)

Successful applicants will be responsible for planning and coordinating patients journey's to and from their hospital appointments, along with discharges and transfers between hospitals. Good communication skills, team working and analytical thinking are key for this role, as you will be liaising with operational crews and hospital staff on a daily basis to ensure the patients are collected in a timely manner and any issues are resolved promptly.

This role can be challenging at times, however gives an enormous sense of achievement when, at the end of your shift, all the patients have been seen, treated and moved.

Full & Part Time positions are available, however, training must be completed on a full time basis (2 weeks plus consolidation period)

About us

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, applicants are required to cover the cost of the check. The cost of £ for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

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.

Job description

Job responsibilities

Operatecommunications and information systems to receive and make calls to/frompatients, commissioners, healthcare professionals and WMAS operational stafftaking patient demographics and a full presenting history.

Inputtingdetails of bookings by telephone/fax/electronically from customer units/staffand transport enquiries from Healthcare Professionals and the general publicapplicable to the Trust Contracts.

Ensure the effectivedeployment of resources to meet contractual requirements, co-ordinating thework of others as required.

Make outboundcalls to other professionals and the general public adhering to workingpractices and protocols. These include:contacting relatives; querying other professionals; communicating withhospitals; arranging breakdown recovery for ambulances and reporting incidentsto other emergency services.

Support theachievement of agreed National and Trust standards of service.

Inconjunction with first line management ensure that patient movement isco-ordinated and that a dialogue exists between local Operational Staff and/orLiaison Assistants and the Control Centre to maximise the effective use ofavailable resources.

Reportto first line management on the performance of operational staff in thedelivery of the Service.

Throughthe process of planning/control, allocate and re-assign where necessaryjourneys to operational staff working for the Non-Emergency Service using ahigh-level of organisational skill.

Receiveand process sickness and fitness notifications from all Operational and Controlstaff.

Handlecalls from Drivers regarding their work and shift arrangements.

Ensurethat those areas of service provision under their control or jurisdiction conformto the WMAS Quality Procedures, Data Protection Act and Caldicott Guidelines.

Assistfirst line management in ensuring the effective deployment of operationalresources such as Voluntary Car Drivers and all other sub-contractors to supportthe Trust Non-Emergency Contracts.

Attendtraining courses, which are required to maintain professional knowledge andkeep up to date with changing procedures and protocols.

Train new Call Takers on the telephone andcomputer system.

Identifyand report IT related problems on computer software and workstations.

Undertake administration duties whenrequired, including filing, faxing and photocopying.

Any other duties consistent with role

Person Specification

Qualifications

Essential

Minimum 5 GCSEs at Grade A - C (including English or equivalent) Willing to undertake required in-house training

Experience

Essential

minimum of 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

Skills and Knowledge

Essential

Ability to communicate effectively both verbally and in writing Ability to remain calm whilst maintaining a courteous, caring and professional attitude

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