Non-emergency patient transport services controller planner Job at West Midlands Ambulance Service University NHS... (Frankley)

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

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Non-emergency patient transport services controller planner

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