Job summary
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.
With no two days the same, you will support our patients and hospital staff with patient transport bookings, eligibility assessments and general transport queries. This is a patient facing role and the ideal candidate 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, and external organisations around the country.
The post holder will be expected to deal with all enquiries and assess eligibility for patient transport using the agreed Trust and Department of Health and Social Care criteria and assessment tools. 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.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Day care Unit in Kingston Hospital
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits and learning and development opportunities. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- To interview patients over the telephone to establish their eligibility for hospital transport and informing them of the outcome
- Explaining the lines of appeal to patients if they are not happy with the decision given.
- To accurately maintain records of patient transport requests and their outcome
- To provide information regarding alternative travel arrangements to the hospital sites
- To accurately book all PTS eligible patients
- To provide information and advice on the Non-Emergency Patient Transport policies and procedures
- Booking patients ready to go home when their consultation or treatment is finished
- Liaising with relevant wards and departments and other service users
- Monitoring patient waiting times and escalating breaches to the Patient Transport Team Leader or Site Controller
- To arrange urgent and emergency ambulances when necessary
- To deal with any transport enquiries and work alongside the transport supplier
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- To interview patients over the telephone to establish their eligibility for hospital transport and informing them of the outcome
- Explaining the lines of appeal to patients if they are not happy with the decision given.
- To accurately maintain records of patient transport requests and their outcome
- To provide information regarding alternative travel arrangements to the hospital sites
- To accurately book all PTS eligible patients
- To provide information and advice on the Non-Emergency Patient Transport policies and procedures
- Booking patients ready to go home when their consultation or treatment is finished
- Liaising with relevant wards and departments and other service users
- Monitoring patient waiting times and escalating breaches to the Patient Transport Team Leader or Site Controller
- To arrange urgent and emergency ambulances when necessary
- To deal with any transport enquiries and work alongside the transport supplier
Person Specification
Education/Qualifications
Essential
- Good Educational background at A level or equivalent
- Microsoft Office applications eg Word, Excel, Outlook
- Qualification or training completed in Customer Service
Desirable
Experience
Essential
- Experience of working as part of a team
- Experience of working with the public in a customer facing role and by telephone
- Demonstrates ability to deliver a high standard of customer service
- Administrative experience in a busy customer service environment
- Ability to multitask and prioritise in a busy environment
- Ability to make decisions, organise and prioritise workload.
- Experience of handling confidential or sensitive information
Desirable
- Previous experience of working within NHS patient transport services
- Experience of working within the NHS or other healthcare setting
Skills Abilities/knowledge
Essential
- Demonstrates a high standard of customer service skills
- Demonstrates excellent communication and interpersonal skills
- Ability to work effectively as part of a team
- Good time management and organisational skills, ability to prioritise effectively
- Good IT and keyboard skills with experience of using Microsoft Office including Outlook, Word, and Excel and databases
- Ability to communicate effectively, both written and verbal, with members of the public and other healthcare professionals
- Self-motivation (to work under minimal supervision)
- Evidence of commitment to patient-centred care
- Able to work independently and as part of a team under pressure, planning work appropriately to meet deadlines
Desirable
- Understanding of working with patients with cancer
- Knowledge of computerised patient administration systems
Person Specification
Education/Qualifications
Essential
- Good Educational background at A level or equivalent
- Microsoft Office applications eg Word, Excel, Outlook
- Qualification or training completed in Customer Service
Desirable
Experience
Essential
- Experience of working as part of a team
- Experience of working with the public in a customer facing role and by telephone
- Demonstrates ability to deliver a high standard of customer service
- Administrative experience in a busy customer service environment
- Ability to multitask and prioritise in a busy environment
- Ability to make decisions, organise and prioritise workload.
- Experience of handling confidential or sensitive information
Desirable
- Previous experience of working within NHS patient transport services
- Experience of working within the NHS or other healthcare setting
Skills Abilities/knowledge
Essential
- Demonstrates a high standard of customer service skills
- Demonstrates excellent communication and interpersonal skills
- Ability to work effectively as part of a team
- Good time management and organisational skills, ability to prioritise effectively
- Good IT and keyboard skills with experience of using Microsoft Office including Outlook, Word, and Excel and databases
- Ability to communicate effectively, both written and verbal, with members of the public and other healthcare professionals
- Self-motivation (to work under minimal supervision)
- Evidence of commitment to patient-centred care
- Able to work independently and as part of a team under pressure, planning work appropriately to meet deadlines
Desirable
- Understanding of working with patients with cancer
- Knowledge of computerised patient administration systems
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
