We have a fantastic opportunity for a Patient Transport Liaison Officer (PTLO) to join our team based at Campbell Road HDU, Stoke-on-Trent. Supporting Operational and the Call Centre Operations Team, the Patient Transport Liaison officer will provide on-site support to the Control team, offering assistance and solutions to patient transport service delivery concerns and acting as the second point of escalation within the hospital for all patient transport related issues. This includes coordination with Track and Triage, Occupational Therapists, and Care teams to ensure the smooth planning and successful delivery of complex discharges, and communicating with patients within the hospital setting to keep them updated on their Patient Transport Service Bookings.
This is a full-time, permanent position working 40 hours per week (Monday to Friday, 08:00-18:00).
Main Purpose of the Job
* Maximising patient movement in and out of healthcare – utilising the full capacity of the resources.
* Work alongside Trusts, control staff, road staff, and site teams to deliver effective communication.
* Prioritise patient care.
* Provide solutions and support with a professional approach to difficult situations.
* Answer all enquiries and escalation of patient transport service bookings.
* Attend trust bed meetings to feedback pertinent information regarding imminent Patient Transport demands for the coming day.
* Act as second point of escalation after CCO for all service users, providing clear and concise updates regarding any issue being escalated.
Duties and Responsibilities
* Work with EMED Controllers to deliver the requirements of the day and successfully transfer patients with the allocated resources, deploying crews accordingly to patients' mobilities in a timely manner.
* Communicate between the trust and site teams to determine if patients are ready to travel, can travel together, etc., ensuring safe working practices relating to user care.
* Liaise with control and monitor the Cleric Booking System throughout the day to ensure smooth delivery of service for all users and reduce delays.
* Liaise with control regarding any new and pertinent information that becomes available in relation to patients and patient transport bookings, including amending notes on Cleric Booking System to ensure all information held is up-to-date.
* Assist with assessments of properties as required – uploading information to systems for future reference, liaising with site teams.
* Act as representative of EMED to liaise with patients at hospital who are experiencing issues or delays on the day of travel to ensure that regular updates are given where required.
* Support improvement of the service within the hospital setting by providing regular feedback of any obstacles to achieving appropriate service delivery.
* Act as escalation for controllers in the event that they are unable to communicate ETAs/Delays/Queries to any department within the hospital.
* Assist crews at the hospital site as required to ensure safe and timely service delivery.
* Support the control team in establishing order of priority as required by liaising with site teams at the hospital.
* Complete 3rd manning journeys, complete patient feedback, and conduct vehicle/staff/site audits.
* Relay information from within the hospital in the event of serious incidents.
Key Qualifications
* Commitment to patient care.
* Experience working in a healthcare/hospital setting.
* Thorough working knowledge of Non-Emergency Patient Transport services.
* The ability to plan and prioritise own workload.
* Excellent communication skills – verbal and written – with the ability to explain decisions made.
* Ability to make decisions based on impact assessment.
* The ability to build effective relationships using influencing skills with key stakeholders.
Benefits
* Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
* 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.
* Cash‑plan benefits, including dental, optical, chiropody and other health protections.
* Access to mental health consultations.
* Access to physiotherapy consultations.
* Access to legal advice on domestic issues such as motoring offences, wills and probate, and personal injury.
* Financial guidance on retirement planning, tax savings and state benefits.
* Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years, with increased annual leave at each 5‑year interval.
* Values‑based Internal Recognition Scheme with financial reward, culminating in an annual recognition event.
* Refer a Friend recruitment incentive scheme with financial rewards.
* The EMED foundation, providing support to colleagues and local communities.
* Paid holiday entitlement.
* 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).
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