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We are looking to build a reserve pool of caring individuals to join our well established Non-Emergency Patient Transport Services Team within the Frankley 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.
Job Responsibility
Operate communications and information systems to receive and make calls to/from patients, commissioners, healthcare professionals and WMAS operational staff
Input details of bookings by telephone/fax/electronically
Ensure effective deployment of resources to meet contractual requirements
Make outbound calls to other professionals and the general public
Support the achievement of agreed National and Trust standards of service
Ensure patient movement is coordinated
Report to first line management on performance of operational staff
Allocate and reassign journeys to operational staff
Receive and process sickness and fitness notifications
Handle calls from Drivers regarding work and shift arrangements
Ensure service provision conforms to Quality Procedures, Data Protection Act and Caldicott Guidelines
Assist in deployment of operational resources
Attend training courses
Train new Call Takers
Identify and report IT related problems
Undertake administration duties
Requirements
Minimum 5 GCSEs at Grade C/4 or above including English or equivalent
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
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
Must be able to work in the UK without the need for a Visa or Sponsorship