Patient Transport Liaison Officer (Royal Stoke Hospital) – EMED Group
We have a fantastic opportunity for a Patient Transport Liaison Officer (PTLO) to join our team based at Royal Stoke Hospital, Stoke-on-Trent.
The PTLO will support the Operational and Call Centre Operations Team by providing on-site assistance to the Control team, offering solutions to patient transport service delivery concerns and acting as the second point of escalation within the hospital for all patient transport related issues. The role involves coordination with Track and Triage, Occupational Therapists and Care teams to ensure 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 37.5 hours per week (Monday to Friday – 10:00‑18:00).
Main Purpose of the Job
* Maximise 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 escalating patient transport service bookings.
* Attend trust bed meetings to feedback pertinent information about imminent patient transport demands for the coming day.
* Act as the 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 daily requirements for successful patient transfers, deploying crews accordingly.
* Communicate between the trust and site teams to determine patient readiness for travel and ensure safe working practices.
* Liaise with control and monitor the Cleric Booking System throughout the day to keep service delivery smooth.
* Update notes on the Cleric Booking System with new information on patient transport bookings.
* Assist with property assessments as needed, uploading information to systems for future reference.
* Represent EMED to patients at hospital experiencing issues or delays, ensuring regular updates.
* Support improvement of the service by providing feedback on obstacles to appropriate service delivery.
* Escalate for controllers if they cannot communicate ETAs/Delays/Queries to any hospital department.
* Assist crews at the hospital site as required to ensure safe and timely service delivery.
* Help the control team establish order of priority, liaising with Site Teams.
* Complete third‑man journeys, patient feedback and vehicle/staff/site audits.
* Relay information from within the hospital during serious incidents.
Qualifications and Requirements
* Commitment to patient care.
* Experience working in a healthcare / hospital setting.
* Thorough working knowledge of Non‑Emergency Patient Transport services.
* Ability to plan and prioritise own workload.
* Excellent verbal and written communication skills, able to explain decisions made.
* Decision‑making ability based on impact assessment.
* Skill in building effective relationships using influencing skills with key stakeholders.
Benefits
* Life Assurance – £5,000 protection for colleagues and families.
* 24/7 online/telephone GP Consultation and prescription access.
* Second‑opinion medical support.
* Cash‑plan benefits covering dental, optical, chiropody.
* Access to mental health consultations.
* Access to physiotherapy consultations.
* Access to legal advice on domestic issues.
* Financial guidance on retirement planning, tax savings and state benefits.
* Long Service Recognition Scheme with increased annual leave.
* Values‑based Internal Recognition Scheme with financial reward.
* Refer a Friend recruitment incentive scheme.
* EMED Foundation support for colleagues and local communities.
* Paid holiday entitlement.
* Pension Scheme.
* Blue Light Card.
* Uniform provided.
* EAP (Employee Assistance Programme) for health and wellbeing.
* Flu vaccination through internal campaign.
Our Values
* Collaborative – we work as one team with a shared purpose to meet the needs of patients, passengers, colleagues, customers, communities and the planet.
* Agile – we listen, learn, and adapt to improve the business, each other, and ourselves.
* Reliable – we do what we say we will do; we take responsibility, and we behave with integrity.
* Empowered – we are confident and committed to taking responsibility to deliver the highest quality service.
About EMED Group
The merger of ERS Medical and E‑Zec Medical has enabled us to rebrand, and we are now known as EMED Group – the largest Patient Transport and Care Partner to the NHS with approximately 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the health and wellbeing of people across local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.
EMED Group is committed to providing services for our patients, service users, clients, and community. We promote equality and embrace diversity and inclusion, treating all employees, patients, service users and clients with dignity and respect. We encourage equality, diversity and inclusion and eliminate unlawful discrimination, aiming to be truly representative of all segments of society and ensuring everyone feels respected and valued.
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