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Non-emergency patient transport services controller planner

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West Midlands Ambulance Service University NHS...

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Location:
United Kingdom , Frankley

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Category:
Logistics

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Contract Type:
Not provided

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Salary:

24937.00 - 26598.00 GBP / Year
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Job Description:

An exciting opportunity is available for caring individuals to join our well established Non-Emergency Patient Transport Services Team within the Frankley Controller room as a Controller / Planner. 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.

Job Responsibility:

  • 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
  • Inputting 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
  • In conjunction with first line management ensure that patient movement is co-ordinated and that a dialogue exists between local Operational Staff and/or Liaison Assistants and the Control Centre to maximise the effective use of available resources
  • 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
  • Any other duties consistent with role

Requirements:

  • Minimum 5 GCSEs at Grade A - C (including English or equivalent)
  • Willing to undertake required in-house training
  • 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
  • Must be able to work in the UK without the need for sponsorship
  • Ability to communicate effectively both verbally and in writing
  • Ability to remain calm whilst maintaining a courteous, caring and professional attitude
  • Please confirm you are able to provide certificates to evidence all qualifications listed within the application form
What we offer:
  • Plus section 2 unsocial hours allowance
  • flexible working options

Additional Information:

Job Posted:
March 18, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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