West Midlands Ambulance Service University NHS Foundation Trust
West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.
The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
If you wish to discuss any adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team.
The Trust is proud to support our Armed Forces community and has signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
Main duties of the job
We are currently advertising to increase our reserve pool of applicants in readiness for future NEPTS Controller / Planner vacancies with West Midlands Ambulance Service University NHS Foundation Trust for our Non-Emergency Patient Transport Services contracts at Frankley.
Successful applicants will be responsible for planning and coordinating patients' journeys 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.
It is worthwhile to note that if you are interested in Part Time positions, training must be completed on a full-time basis (2 weeks plus consolidation period).
Job responsibilities
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.
Input 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, coordinating the work of others as required.
Make outbound calls to other professionals and the general public adhering to working practices and protocols. These include: contacting relatives; querying other professionals; communicating with hospitals; arranging breakdown recovery for ambulances and reporting incidents to other emergency services.
Support the achievement of agreed National and Trust standards of service.
In conjunction with first line management ensure that patient movement is coordinated and that a dialogue exists between local Operational Staff and/or Liaison Assistants and the Control Centre to maximize 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 organizational 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 the role.
Person Specification
Qualifications
* Minimum 5 GCSEs at Grade A - C (including English or equivalent)
* Willing to undertake required in-house training
Experience
* Minimum of 1 year of Customer Care experience
* Working as part of a team coordinating the work of others
* Previous experience of working in a Control Centre environment or equivalent
* Experience of pressurised working environment
Skills and Knowledge
* Ability to communicate effectively both verbally and in writing
* Ability to remain calm whilst maintaining a courteous, caring, and professional attitude
Employer name
West Midlands Ambulance Service University NHS Foundation Trust
£22,816 to £24,336 a year plus section 2 unsocial hours allowance
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