Job summary
An exciting opportunity has become available for a Commercial Services Call Taker to join our well established Non-Emergency Patient Transport Services control room in Tollgate, Staffordshire.
The successful applicant will coordinate and control staff and resources on a daily basis to fulfil commercial contracts, including message handling, liaising with third parties and other teams (internal and external) and customer service.
Applicants must hold a minimum of 5 GCSEs at Grade C/4 or above (or equivalent) along with a minimum of 12 months customer care experience.
The working hours for this post is Friday 2100 - 0700, Saturday & Sundays 1900 - 0700 & Thursday 1800 - 0000 hours.
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £57.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
Main duties of the job
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.
Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
About us
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description
Job responsibilities
Meet
daily key performance indicators (KPIs) and performance targets.
Operate
communications and information systems to receive patient/client data calls
from patients, commissioners, social services and health care professionals and
Trust staff; in addition to those appertaining from commercial, and internal
contracts e.g. Canal & River Trust, Drug Intervention programmes, Midwives
and Safeguarding.
Handle
calls appropriately including those from distressed/emotional people.
Manage
and resolve caller complaints
Identify
and escalate priority issues.
Follow
pathways and signpost callers to appropriate destinations.
Assist
in referral of patients to alternative care pathways and the maintenance of
patient referral databases.
Document
all call information according to the standard operating procedure.
Tale
responsibility for ensuring all documentation is precise and accurate.
Be
fully knowledgeable of the procedures to follow if a system failure occurs.
Follow
up calls where necessary.
Liaise
with various social care agencies by email or telephone.
Inputting
and process details of bookings by telephone/fax/electronically from client
units/staff and transport enquiries from health care professionals and the
general public applicable to the Trust contracts.
Ensure
the effective deployment of resources to meet contractual requirements,
co-ordinating the work of others as required.
Make
outbound calls to other professionals and the general public adhering to
working practices and protocols; to include contacting relatives, querying
other professionals, communicating with hospitals, arranging breakdown recovery
for ambulances and reporting incidents to other emergency services.
Support
the achievement of agreed National and Trust standards of service.
Report
to first line management on the performance of operational staff in the
delivery of the service.
Receive
and process sickness and fitness notifications from all operational and
non-emergency call centre staff.
Handle
calls from drivers regarding their work and shift arrangements.
Ensure
that those areas of service provision under their control or jurisdiction
conform to the WMAS Quality procedures, data protection Act and Caldicott
Guidelines.
Assist
first line management in ensuring the effective deployment of operational
resources to support all Trust commercial contracts.
Attend
training courses which are required to maintain professional knowledge and keep
up to date with changing procedures and protocols.
Assist
with the training of new call takers on the telephone and computer system.
Identify
and report IT related problems on the computer software and workstations.
Undertake
general administration duties as required to include photocopying, filing and
faxing.
Any other duties consistent with grade
Job description
Job responsibilities
Meet
daily key performance indicators (KPIs) and performance targets.
Operate
communications and information systems to receive patient/client data calls
from patients, commissioners, social services and health care professionals and
Trust staff; in addition to those appertaining from commercial, and internal
contracts e.g. Canal & River Trust, Drug Intervention programmes, Midwives
and Safeguarding.
Handle
calls appropriately including those from distressed/emotional people.
Manage
and resolve caller complaints
Identify
and escalate priority issues.
Follow
pathways and signpost callers to appropriate destinations.
Assist
in referral of patients to alternative care pathways and the maintenance of
patient referral databases.
Document
all call information according to the standard operating procedure.
Tale
responsibility for ensuring all documentation is precise and accurate.
Be
fully knowledgeable of the procedures to follow if a system failure occurs.
Follow
up calls where necessary.
Liaise
with various social care agencies by email or telephone.
Inputting
and process details of bookings by telephone/fax/electronically from client
units/staff and transport enquiries from health care professionals and the
general public applicable to the Trust contracts.
Ensure
the effective deployment of resources to meet contractual requirements,
co-ordinating the work of others as required.
Make
outbound calls to other professionals and the general public adhering to
working practices and protocols; to include contacting relatives, querying
other professionals, communicating with hospitals, arranging breakdown recovery
for ambulances and reporting incidents to other emergency services.
Support
the achievement of agreed National and Trust standards of service.
Report
to first line management on the performance of operational staff in the
delivery of the service.
Receive
and process sickness and fitness notifications from all operational and
non-emergency call centre staff.
Handle
calls from drivers regarding their work and shift arrangements.
Ensure
that those areas of service provision under their control or jurisdiction
conform to the WMAS Quality procedures, data protection Act and Caldicott
Guidelines.
Assist
first line management in ensuring the effective deployment of operational
resources to support all Trust commercial contracts.
Attend
training courses which are required to maintain professional knowledge and keep
up to date with changing procedures and protocols.
Assist
with the training of new call takers on the telephone and computer system.
Identify
and report IT related problems on the computer software and workstations.
Undertake
general administration duties as required to include photocopying, filing and
faxing.
Any other duties consistent with grade
Person Specification
Skills and Knowledge
Essential
- Advanced Keyboard Skills
- Computer Literacy
- Highly developed organisational Skills
- Analytical, judgement and decision making skills
- Excellent communication skills both verbally and in writing
Experience
Essential
- 1 year customer care experience
- Working as part of a team co-ordinating the work of others
- Previous experience of working in a PTS/commercial control Centre (or equivalent)
- Experience of pressurised working environment
Qualifications
Essential
- Minimum of 5 GCSEs at Grade C/4 or above including English / NVQ (or equivalent)
- Willing to undertake in-house training
- Working towards a computer related qualification such as ECDL, CLAIT (or equivalent)
- Willing to complete the Educare Training programme within six months of appointment
Person Specification
Skills and Knowledge
Essential
- Advanced Keyboard Skills
- Computer Literacy
- Highly developed organisational Skills
- Analytical, judgement and decision making skills
- Excellent communication skills both verbally and in writing
Experience
Essential
- 1 year customer care experience
- Working as part of a team co-ordinating the work of others
- Previous experience of working in a PTS/commercial control Centre (or equivalent)
- Experience of pressurised working environment
Qualifications
Essential
- Minimum of 5 GCSEs at Grade C/4 or above including English / NVQ (or equivalent)
- Willing to undertake in-house training
- Working towards a computer related qualification such as ECDL, CLAIT (or equivalent)
- Willing to complete the Educare Training programme within six months of appointment
