Non Emergency Patient Transport Service (NEPTS) Call Taker - North
The ability to speak Welsh is essential for this role.
The Non-Emergency Patient Transport Service is responsible for providing non-emergency and pre-planned transport to and from hospitals and treatment centres for patients who have appointments at out-patient clinics, day surgery units, and day centres. The service acts as a vital link between communities and is an important part of the overall package of health care provided by the Ambulance Service in Wales.
The successful applicant will have a can-do attitude, demonstrate that they have worked as part of a team, possess excellent communication and active listening skills, and ideally have experience in working in a customer-focused environment.
We currently have a permanent contract for 37.5 hours per week. This post will be based in our NET Centre in Bryn Tirion, Llanfairfechan, and from May 2025, following an office relocation, you will be based at the St Asaph Business Park, St Asaph. The successful candidate will be expected to work to cover any hours between 08:00-18:00 weekdays on a rota basis to match the service demands.
Main duties of the job
The successful post holder will be required to work within a team dealing with all telephone enquiries from patients and hospitals for all issues associated with Non-emergency ambulance transport. This includes processing telephone calls from members of the public and hospital staff requesting non-urgent ambulance transport, assessing the most appropriate method of transport for patients, and accurately processing this request using the Trust's databases. Duties also include checking systems to see if transport has been booked, inputting requests, identifying arrival times of transport on the day of the journey, and providing support to the planning and day control teams within the NEPTS department.
The position involves inputting details speedily and accurately onto a computer system; therefore, excellent keyboard skills are essential. The successful applicant should be competent when undertaking given tasks, have good interpersonal skills, be educated to a good educational standard, and possess typing and IT skills.
A good knowledge of the geographical areas of all Wales would be advantageous, and the ability to converse in the Welsh Language is essential for these posts.
About us
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high-quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We also encourage applications from under-represented groups, including those from BME communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us that is fulfilling, challenging, and rewarding.
All applicants are invited to apply in Welsh; any application submitted in Welsh will not be treated less favourably than an application made in English.
Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received.
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
* A good standard of education at GCSE level or equivalent experience.
* Possesses good typing and IT skills.
* Able to speak and understand Welsh - Level 4 or 5.
Experience
* Meets all essential criteria as per attached job description/person specification.
* Previous experience in an administrative role in the NHS or similar organisation.
Abilities and skills
* Meets all essential criteria as per attached job description/person specification.
* Good interpersonal and communication skills, able to establish effective working relations with internal and external contacts.
* The post also requires excellent communication skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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