Job overview
We have a rare and exciting opportunity for a patient focused individual to join our friendly and supportive Patient Transport Service team in Sutton. Whether you are already in the NHS looking for a change or wanting that first step on in your NHS career, this could be an ideal opportunity to gain experience in a high profile service.
This role is part time 8.30am to 4.30pm Monday and Tuesday.
With no two days the same, you will support our patients and hospital staff with patient transport bookings, eligibility assessments and general transport queries. Candidates should have customer service experience, be keen to learn, calm under pressure and able to build good working relationships with other staff and our patient transport supplier.
Applicants should be IT literate and demonstrate an ability to deal with confidential information.
Please use your supporting statement to clearly evidence how your experience meets the essential criteria for this administrative and customer service role.
Support and training will be provided, and all team members are encouraged to continue their professional development.
Main duties of the job
As the first point of contact for patients’ transport queries, the post holder will be expected to provide a professional service and conduct themselves accordingly at all times. The post holder will liaise with a variety of staff throughout the Trust, Ambulance Services, patients, and external organisations around the country.
The post holder will be expected to deal with all enquiries and assess mobility and medical eligibility need for patient transport using the agreed Trust and Department of Health and Social Care criteria and assessment tools. They will inform patients of the outcomes of their assessments, handle patient questions, concerns and complaints and be able to signpost patients to their transport options. All duties must be carried out in a timely manner maintaining a professional courteous service at all times.
The post holder will be primarily based in Sutton but may be required to travel to Chelsea in order to cover periods of planned absence. Adjustments to working hours may occasionally be required in order to ensure business continuity during periods of planned staff absence.
Detailed job description and main responsibilities
Person specification
Education/Qualifications
Essential criteria
1. Good Educational background at A level or equivalent
2. Microsoft Office applications eg Word, Excel, Outlook
3. Qualification or training completed in Customer Service
Desirable criteria
4. Medical terminology
5. ECDL
Experience
Essential criteria
6. Experience of working as part of a team
7. Demonstrates ability to deliver a high standard of customer service
8. Administrative experience in a busy customer service environment
9. Ability to multitask and prioritise in a busy environment
10. Ability to make decisions, organise and prioritise workload
11. Experience of handling confidential or sensitive information
Desirable criteria
12. Previous experience of working within NHS patient transport services
13. Experience of working within the NHS or other healthcare setting
Skills Abilities/knowledge
Essential criteria
14. Demonstrates a high standard of customer service skills
15. Demonstrates excellent communication and interpersonal skills
16. Ability to work effectively as part of a team
17. Good time management and organisational skills, ability to prioritise effectively
18. Good IT and keyboard skills with experience of using Microsoft Office including Outlook, Word, and Excel and databases
19. Ability to communicate effectively, both written and verbal, with members of the public and other healthcare professionals
20. Self-motivation (to work under minimal supervision)
21. Evidence of commitment to patient-centred care
22. Able to work independently and as part of a team under pressure, planning work appropriately to meet deadlines
Desirable criteria
23. Understanding of working with patients with cancer
24. Knowledge of computerised patient administration systems
The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.
Flu Vaccination – What We Expect of our Staff
At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.
The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.