NEPTS Controller & Planner - Nottinghamshire
East Midlands Ambulance Service NHS Trust
We are currently recruiting for the following role:
Four Controller planners working full time (37.5 hours per week) on a rotating shift pattern over 24 hours a day / 7 days a week.
The roles will be based at our Nottingham control room, who will cover the NEPTS area of Northamptonshire.
To provide the health community and general public with a centralised non-emergency patient transport service control operation. The role involves the coordination of NEPTS ambulance and car resources across the East Midlands twenty-four hours a day, seven days a week.
Main duties of the job
This role will include direct contact with staff and Operations Managers for Derbyshire, Northamptonshire and Lincolnshire. Applicants will be required to use the Cleric Control and dispatch system and demonstrate an ability to dynamically make decisions in a high pressured environment. The ability to work on their own initiative within a close knit team and effective verbal communication skills are vital attributes in the successful candidates.
Accountable to the Control Operations Manager you will be responsible for the delivery of the control service. Specifically, the core responsibilities are to:
* Ensure that patients' journeys are planned to attend their appointments and are taken home within the required operational key performance indicators.
* Use of Cleric control and dispatch system to manage NEPTS vehicles and Third Party resources.
* Plan the day-to-day organisation of resources.
* Ensure the effective utilisation of resources throughout the region.
* Support the NEPTS management team in achieving and excelling in the provision of patient care and ensuring patients receive a high level of customer service.
* Understand patient transport and the impact it has on our patients' well being.
About us
The NEPTS control room is a fast-paced and exciting place to work. We are a small team who look after the provision of NEPTS service across Derbyshire, Northamptonshire and Lincolnshire.
Due to the team being small, the atmosphere within the control room is very "can do" with hands-on solutions to problems and challenges.
The team and room are always evolving to embrace new technology and systems and processes.
Job responsibilities
Main responsibilities:
1. Control and plan required journey to available resources in a timely fashion ensuring wherever possible patient journeys achieve KPI.
2. Receive telephone calls from NEPTS drivers and Health Care Professionals (HCPs).
3. Answer calls professionally and politely and in a timely manner.
4. Out of hours, provide a transport booking service. Complete the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, signpost the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible, escalate as per policy.
5. Input/Registration of eligible transport bookings onto the Cleric CAD computer system.
6. Call patients and departments ahead of appointments to check and confirm travel arrangements.
7. Liaise with Operational Crews regarding patient journeys and any required updates and input all data into Cleric.
8. Liaise with Health Care Professionals as and when required regarding patient journeys.
9. Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.
10. Provide a high level of customer service at all times to all internal and external customers.
11. Maintain patient confidentiality at all times.
12. Provide advice and assistance to patients and the public via the Advice and Liaison Service (PALS).
13. Report near miss/incidents immediately via the Trust Incident Reporting Procedure.
14. Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.
The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.
Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.
This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.
Person Specification
Qualifications
* 2 GCSEs to include English and one other subject (grade D/3 or above) or a literacy qualification or equivalent.
Experience
* Proven track record of dealing with incoming enquiries.
* Call centre experience.
Skills
* Good literacy and numeracy skills.
* Knowledge of Cleric CAD software or equivalent.
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.
East Midlands Ambulance Service NHS Trust
£23,615 a year plus shift allowances.
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