Transport Controller - Nights

We have a fantastic opportunity for a night Controller/Planner to join our team based in Stoke-on-Trent. We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service. A Controller is responsible for planning and controlling the daily movement of patient journeys (adults & children) to and from outpatient clinics, day care centres and routine hospital admissions on timed appointments. The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, as well as collaborating with hospital staff and departments to optimise vehicle and staff utilisation. This is a 4 on, 4 off night rota working 19:00 - 07:00. Please only apply if you can commit to these hours.

Benefits:

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years’ service.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Hospital cash plan benefits with sickness protection scheme.
• Cash‑plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Main Duties:

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets.
• To receive in an accurate, effective and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Deal promptly, professionally and efficiently with all telephone calls received taking appropriate action on own initiative where required.
• Liaison with other agencies such as GPs, Nursing Homes, Hospital Clinics and Wards.
• Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events.

Successful candidates will have:

• Passion for patient care and delivering a highly effective service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation.
• Strong problem-solving skills.
• Meticulous attention to detail.
• Excellent organisational skills with proven ability to multi-task and prioritise as required.
• Ability to stay calm under pressure and use initiative.
• Experience of working in a highly regulated, complex business, with an understanding of healthcare logistics (desirable).