Non Emergency Patient Transport Service Controller Planner

Overview

In this role you will plan and coordinate patient journeys to hospital appointments, discharges and inter-hospital transfers from the Warrington PTS control room. You will work with operational crews and hospital staff to ensure timely collections and resolve issues, maintaining service standards and quality procedures. The position rewards clear communication, teamwork and analytical thinking in a high-pressure environment. This is a mission-driven role within a trusted NHS foundation Trust that values inclusive, supportive leadership and patient-focused delivery.

Pay / Benefits

• flexible working options
• permanent contract
• Agenda for Change Band 3
• salary 25,760 to 27,476 per year
• unsocial hours pay
• opportunities for training and development

Responsibilities

• Operate communications and information systems to handle bookings and calls from patients, staff and professionals
• Coordinate and deploy resources to meet contractual requirements and supervise others as needed
• Make outbound calls and liaise with hospitals, relatives and other professionals
• Support achievement of National and Trust service standards
• Ensure coordinated patient movement and dialogue between staff and Control Centre
• Record sickness/fitness notifications and manage driver shift arrangements
• Ensure compliance with WMAS Quality Procedures, DPA and Caldicott Guidelines
• Assist deployment of volunteers and subcontractors for non-emergency contracts
• Attend training, train new call takers, and report IT issues
• Perform administrative duties as required
• Undertake any other duties compatible with the role

Key requirements

• Recent extensive customer care experience
• Experience in coordinating team activities
• Previous control centre environment experience
• Experience of working in a pressurised environment
• Minimum 5 GCSEs including English
• Successful completion of entrance assessments
• Willingness to undertake in-house training
• Completion of Educare Training Programme within six months

• Excellent communication
• Empathy and tact
• Diplomatic and courteous demeanor
• Advanced keyboard skills
• Computer literate
• Experience with information systems and call handling

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