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Non-Emergency Patient Transport Services Controller Planner
United Kingdom, Warrington 25760.00 - 27476.00 GBP / Year · Job Posted May 27, 2026
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Job Description
We are looking to build a reserve pool of caring individuals to join our well established Non-Emergency Patient Transport Services Team within the Warrington Control room as a Controller / Planner when vacancies become available over the next 12 months. 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. Applicants must have a minimum of 5 GCSEs at Grade A-C including English & qualification certificates will be required, therefore, please ensure you have these available when applying for this post. Please note that due to the banding of this post the Trust is unable to provide sponsorship to work for this role. In order to be eligible to apply you must have current right to work in the UK status
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 of 5 GCSEs at Grade A-C including English
Recent extensive 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
Advanced Keyboard skills
Computer literate
Excellent communication skills, empathetic, tactful and diplomatic
The ability to remain calm whilst maintaining a courteous, caring, professional attitude when dealing with callers
Successful completion of entrance assessments
Willing to undertake required in-house training
Completion of the Educare Training Programme within six months of commencing with the Trust
Must be able to work in the UK without the need for a Visa or Sponsorship