Detailed job description and main responsibilities
DUTIES AND RESPONSIBILITIES
1. Planning and Service delivery
2. Co-ordinate and oversee the booking of non-emergency patient transport for patients to and from The Christie
3. Be able to work multi computer systems for example - NWAS, WMAS (PTS Providers), taxi docket database, google maps, and the Trust Medway PAS system.
4. Plan and schedule volunteer driver's workloads
5. Maintain an electronic database of volunteer drivers' work and taxi bookings.
6. Use own judgment to liaise with clinical staff regarding patient queries and the delivery of drugs, clinic bags and medical equipment in line with standard operating procedures (SOPs) etc.
7. Understand and apply medical terminology, hence ensuring the correct vehicle is allocated to deliver the patient to their destination.
8. Constantly review planned journeys to optimise routes.
9. Demonstrate good geographical knowledge for best cost efficiency.
10. Ensure all non-patient transport is accurately recorded in the transport database.
11. Prioritise and manage own workload to meet patients' needs
12. Work independently at times
13. To work to tight deadlines, reorganising schedules in own workload in order to achieve these deadlines.
14. Be the first point of contact for administration decisions on patient transport bookings.
15. Conduct and participate in regular surveys.
16. Provide assistance to other members of staff when problems or delays occur in transportation arrangements for patients, seeking guidance from the Support Manager where appropriate.
17. Cooperate with colleagues to achieve the most effective operation for daily workloads.
Financial Management & Business Planning
1. Provide volunteer drivers with invoices for each part of their journey.
2. Ensure where appropriate budget cost codes have been provided by relevant services.
Human Resources Management
1. Follow all relevant policy and legislation in relation to non-emergency patient transport including standing operating procedures relating to the service
Communication Skills
1. Develop positive and working relationships with managerial, non-clinical and clinical staff across the Trust.
2. To work as part of a team, to communicate effectively on a daily basis with all calibre of staff, and the general public.
3. Provide advice and guidance to patients in relation to their transport bookings whether it be face-to-face, telephone queries or via email.
4. Show compassion and understanding when exposed to distressing/emotional and unpleasant circumstances, taking personal action to resolve patient issues/concerns in the first instance and where appropriate escalating to the Support Manager
5. Communicate sensitive information in a diplomatic manner with departments both internally and externally.
6. Where relevant to assist the support or senior management in the collation of information relating to investigations, complaints, datix incidents relevant to area of work.
Patient Care
1. Assisting with supporting patients' health needs
2. Maintain cleanliness in the work environment, ensuring a clean and safe environment for patients, adhering to infection prevention control policies and guidance in line with Trust health and safety policies.
3. Be responsible for self and others through identifying risks and undertaking work activities in a safe manner.
4. Actively support and assist in alleviating distress and anxiety of patients or carers, consistent with their personal beliefs and preferences
5. Assist in refreshment service as required in line with Trust hygiene and food handling policy.
6. Assist patients in their mobility requirements, help move and position appropriately to maximise their physical comfort utilising equipment as directed by the multi professional team.
7. Assist, direct and escort patients/visitors where and when appropriate.
8. Assisting patients in gaining access to, and in the use of, appropriate toilet facilities
9. Undertake the Christie care certificate.
10. Basic observations and escalate where appropriate (training to be provided)
Working Conditions
1. Be available to plan and organise work flexibly on a shift pattern between the hours of 8am and 9pm (this may include a Saturday morning shift on a rota basis)
Teaching/Training
1. Attends all relevant mandatory training courses
2. Maintains own personal development
3. Train new members of staff in the day-to-day processes of the hospital transport service
Person specification
Qualifications
Essential criteria
* Secondary-level education GCSE Maths and English at C-grade or above, or equivalent
* Vocational healthcare qualification at level 3 or willingness to work towards
* Christie care certificate or willingness to work towards
Experience
Essential criteria
* Experience in a front patient/customer service role
* Previous care experience
* Previous administrative and clerical experience in a hospital environment
* Evidence of working autonomously and as part of a team
* Proven experience of working to deadlines
Desirable criteria
* Good knowledge of clinical governance and risk management processes
* Proven ability to meet performance standards
Skills
Essential criteria
* Good written and verbal communication skills
* Good keyboard skills and IT literate (familiar with Microsoft Office software packages)
* Organisational ability
* Ability to prioritise workload
* Ability to work proactively both in isolation or as part of a team
* Self-motivated and productive without constant supervision
Desirable criteria
* Negotiating and influencing skills
* Observation recording or willing to train
Knowledge
Essential criteria
* Knowledge and familiarity with a range of software including Word, Excel, database packages, e-mail and web browsers.
* Understanding of the importance of data protection and confidentiality
Desirable criteria
* Understanding of the General Data Protection Regulation 2018
* Knowledge of Trust policies and procedures
* Understanding of the healthcare support worker role in an Outpatient setting
OTHER
Essential criteria
* Attention to detail and accuracy
* Ability to work under pressures
* Ability to follow standard operating procedures or policies
* Adaptable to change and flexible in approach to new procedures or working practices
Desirable criteria
* Ability to interpret performance information and develop action plans to support improvement
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