We have a fantastic opportunity for a bank (0 hour) Controller/Planner to join our High Dependency Unit (HDU) team based in Stoke-on-Trent.
We are looking for enthusiastic, care-focused individuals who are organized and passionate about excellent customer service.
The Controller is responsible for planning and controlling the daily movement of patient journeys (adults & children) to and from outpatient clinics, day care centres, and routine hospital admissions on timed appointments.
The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, as well as collaborating with hospital staff and departments to optimize vehicle and staff utilization.
The rate of pay for this role is £12.46 per hour plus a 12.07% uplift for each hour worked in lieu of holiday pay.
Main Duties
1. Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi, and volunteer communications are managed appropriately.
2. The main focus of the role is dispatching and managing operational crews to ensure timely and efficient patient collection and delivery, achieving contractual targets.
3. Receive patient transport requests and queries regarding ambulance journeys politely and accurately, ensuring compliance with service procedures and standing orders.
4. Undertake clerical duties such as checking booking lists, data input, and completing forms or invoices as needed.
5. Maintain and enhance the performance and quality of patient and customer services.
6. Handle telephone communications promptly and professionally, liaising with GPs, nursing homes, hospital clinics, and wards as necessary.
7. Maintain patient flow through effective liaison with colleagues and hospital staff, promptly resolving urgent issues and responding to unplanned events.
Successful candidates will have
1. Effective communication and interpersonal skills, gained from experience in dealing with customers or the public.
2. The ability to work independently and solve problems.
3. Good organizational skills.
Please note that this role is subject to regulatory pre-employment checks, and candidates will need to provide full employment history. Your HMRC record, available on the Government Gateway, may assist in this process.
Our Values
* Collaborative – working as one team to meet the needs of patients, colleagues, and the community.
* Agile – listening, learning, and adapting to improve services and processes.
* Reliable – fulfilling commitments with integrity and responsibility.
* Empowered – confident and committed to delivering high-quality services.
About Us
The merger of ERS Medical and E-Zec Medical has created EMED Group, the largest Patient Transport and Care Partner to the NHS, with around 4,000 employees across 60 depots. We aim to improve health and wellbeing through transport services that support patient care, community support, mental health, and courier services.
We are committed to promoting equality, diversity, and inclusion, ensuring all employees and service users are treated with dignity and respect. We strive to be a truly representative and inclusive organization, providing equal opportunities and fostering a safe, respectful working environment.
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