At a Glance
- Tasks: Plan and coordinate patient journeys to ensure timely hospital appointments and transfers.
- Company: Join the West Midlands Ambulance Service, a caring and inclusive NHS Trust.
- Benefits: Competitive salary, flexible working options, and professional training opportunities.
- Other info: Supportive environment with a commitment to diversity and career growth.
- Why this job: Make a real difference in patients' lives while developing valuable skills.
- Qualifications: Minimum 5 GCSEs at Grade C/4 including English; customer care experience preferred.
The predicted salary is between 25760 - 27476 £ per year.
We are looking to build a reserve pool of caring individuals to join our well established Non-Emergency Patient Transport Services Team within the Frankley Control room as a Controller / Planner when vacancies become available over the next 12 months.
Successful applicants will be responsible for planning and coordinating patients' journeys to and from their hospital appointments, along with discharges and transfers between hospitals. Good communication skills, team working and analytical thinking are key for this role, as you will be liaising with operational crews and hospital staff on a daily basis to ensure the patients are collected in a timely manner and any issues are resolved promptly.
This role can be challenging at times; however, it gives an enormous sense of achievement when, at the end of your shift, all the patients have been seen, treated and moved.
Applicants must have a minimum of 5 GCSEs at Grade A-C including English & qualification certificates will be required, therefore, please ensure you have these available when applying for this post.
Please note that due to the banding of this post the Trust is unable to provide sponsorship to work for this role. In order to be eligible to apply you must have current right to work in the UK status.
Main duties of the job:
- Operate communications and information systems to receive and make calls to/from patients, commissioners, healthcare professionals and WMAS operational staff taking patient demographics and a full presenting history.
- Inputting details of bookings by telephone/fax/electronically from customer units/staff and transport enquiries from Healthcare Professionals and the general public applicable to the Trust Contracts.
- Ensure the effective deployment of resources to meet contractual requirements, co-ordinating the work of others as required.
- Make outbound calls to other professionals and the general public adhering to working practices and protocols.
- Support the achievement of agreed National and Trust standards of service.
- In conjunction with first line management ensure that patient movement is coordinated and that a dialogue exists between local Operational Staff and/or Liaison Assistants and the Control Centre to maximise the effective use of available resources.
- Report to first line management on the performance of operational staff in the delivery of the Service.
- Through the process of planning/control, allocate and re-assign where necessary journeys to operational staff working for the Non-Emergency Service using a high-level of organisational skill.
- Receive and process sickness and fitness notifications from all Operational and Control staff.
- Handle calls from Drivers regarding their work and shift arrangements.
- Ensure that those areas of service provision under their control or jurisdiction conform to the WMAS Quality Procedures, Data Protection Act and Caldicott Guidelines.
- Assist first line management in ensuring the effective deployment of operational resources such as Voluntary Car Drivers and all other sub-contractors to support the Trust Non-Emergency Contracts.
- Attend training courses, which are required to maintain professional knowledge and keep up to date with changing procedures and protocols.
- Train new Call Takers on the telephone and computer system.
- Identify and report IT related problems on computer software and workstations.
- Undertake administration duties when required, including filing, faxing and photocopying.
- Any other duties consistent with the role.
Person Specification:
- Must be able to work in the UK without the need for a Visa or Sponsorship.
- Experience: Recent extensive Customer Care experience, working as part of a team coordinating the work of others, previous experience of working in a Control Centre environment or equivalent, experience of pressurised working environment.
- Qualifications: Minimum 5 GCSEs at Grade C/4 or above including English or equivalent, successful completion of entrance assessments, willing to undertake required in-house training, completion of the Educare Training Programme within six months of commencing with the Trust.
- Skills and Knowledge: Advanced Keyboard skills, excellent communication skills, empathetic, tactful and diplomatic, the ability to remain calm whilst maintaining a courteous, caring, professional attitude when dealing with callers.
Employer name: West Midlands Ambulance Service University NHS Foundation Trust
Salary: £25,760 to £27,476 a year plus the relevant unsocial hours as per section 2.
Non-Emergency Patient Transport Services Controller Planner in Birmingham employer: West Midlands Ambulance Service
West Midlands Ambulance Service University NHS Foundation Trust is an exceptional employer, dedicated to fostering a supportive and inclusive work environment where every team member plays a crucial role in delivering high-quality patient care. With a strong commitment to employee development, flexible working options, and a culture that values diversity, staff can thrive both personally and professionally while making a meaningful impact in the community. Join us in our mission to save lives and enhance patient experiences in the West Midlands.
Contact Details:
West Midlands Ambulance Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Non-Emergency Patient Transport Services Controller Planner in Birmingham
✨Tip Number 1
Get to know the company! Research West Midlands Ambulance Service and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to patient transport services and teamwork. Role-play with a friend or family member to build your confidence and refine your answers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local job fairs. This can give you insider knowledge about the role and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Non-Emergency Patient Transport Services Controller Planner in Birmingham
Some tips for your application 🫡
Show Your Caring Side:When writing your application, let your caring nature shine through! Mention any relevant experiences where you've helped others, as this role is all about making a difference in patients' lives.
Highlight Communication Skills:Good communication is key for this position. Make sure to include examples of how you've effectively communicated with teams or customers in the past. We want to see that you can keep things running smoothly!
Be Organised and Analytical:This role requires strong organisational skills. Share any experiences where you've had to plan or coordinate tasks, especially under pressure. Show us that you can think on your feet and manage multiple priorities!
Apply Through Our Website:Don't forget to apply through our website! It's the best way to ensure your application gets to us directly. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at West Midlands Ambulance Service
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Non-Emergency Patient Transport Services Controller Planner. Familiarise yourself with the key duties like planning patient journeys and liaising with hospital staff. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples from your past experiences where you've effectively communicated with team members or customers. Think about times when you resolved issues or coordinated efforts, as these will demonstrate your ability to handle the demands of the job.
✨Demonstrate Teamwork and Problem-Solving
Be ready to discuss how you've worked as part of a team in previous roles. Highlight any situations where you had to think analytically to solve problems under pressure. This will show that you can thrive in a fast-paced environment, which is crucial for this position.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the team, the work culture, and how success is measured in this role. This not only shows your interest but also helps you gauge if the organisation is the right fit for you.
