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Non-Emergency Patient Transport Services Controller Planner

United Kingdom, Birmingham Employment contract 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 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

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