Position Overview
The patient transport booking service operates between 08:00 to 18:00, Monday to Friday. We are seeking a Booking Clerk to work 30 hours per week with a flexible and practical approach to meet the needs of the service.
Responsibilities
* Take bookings, respond to enquiries, liaise with Trust staff, other NHS Trusts and Healthcare establishments, input data, and complete logs as required.
* Work within a team to arrange patient transport for the Trust, General Practitioners, patients, and other Healthcare establishments.
* Liaise with ambulance contracts and service users to ensure patients travel within contract standards and maintain communication at all times.
* Provide customer responsive service with an emphasis on quality.
* Work as part of a customer service team delivering Patient Transport Booking services in a busy and demanding call centre environment.
* Use a range of telecommunications and office equipment in the execution of duties.
* Receive patient transport bookings by telephone or email.
* Input data onto bespoke computer software package.
* Develop and maintain effective communication links with hospital staff, General Practitioners, patients, Ambulance services and other external organisations to deliver high‑quality customer service.
* Respond to enquiries and resolve difficulties with empathy and assertiveness where needed.
* Respond to complaints concerning service issues in a positive manner, following departmental guidelines.
* Run and implement daily reports from patient record systems, reporting any discrepancies promptly.
* Re‑arrange ambulance transport for patients attending clinics over the Christmas and New Year period.
* Plan, allocate & control additional ambulance resources as required.
* Develop an awareness of various ambulance contracts.
* Liaise with Trust staff, General Practitioners, patients and other NHS Trusts and Healthcare establishments to ensure secure transport and avoid duplicated requests.
* Record and archive information within statutory requirements.
* Ensure that any difficulties in proving transport are brought to the attention of senior staff promptly.
* Contribute to the effective maintenance of departmental procedure manuals and standard operational procedures.
* Develop and maintain effective interdepartmental communication links.
* Participate in the training and development of trainees within the department.
EEO Statement
We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
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