Controller/Planner (Patient Care Transport Co-ordinator)

EMED Group; Wellington; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Life Assurance

Sick pay

GP access 24/7

Second medical opinion

Hospital cash plan

Mental health support

Physiotherapy access

Job summary

EMED Group in Wellington, United Kingdom, seeks a Controller/Planner to organise a high-volume, time-critical transport operation, scheduling patient journeys and coordinating crews to meet KPI targets.

You will dispatch and manage operational crews, match demand to capacity in real time, and liaise with hospital staff to ensure timely collection and delivery.

Qualifications

• Experience in a regulated, time-critical operational environment.
• Desirable experience in logistics, control, route planning or analytical roles.
• Desirable experience working to time-critical KPIs/service level targets and using operational systems to monitor performance.

Responsibilities

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and informing all sub-contractors, taxi and volunteers where applicable and ensuring each journey is scheduled within contracted time windows.
• Dispatch and manage operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets including on-time arrivals for appointments and return journeys within agreed times.
• Receive, accurately and politely handle requests for patient transport and queries regarding ambulance journeys, ensuring compliance with procedures.
• Undertake general clerical duties including data input, invoicing and updating booking lists.
• Maintain patient records and ensure housekeeping within the main operating system.

Job description

We have a fantastic opportunity for a Controller/Planner to join our team based in Wellington.

We are looking for organised, analytical individuals with a passion for route planning and logistics. As a Controller/Planner, you will plan and control a high-volume, time-critical transport operation, scheduling booked journeys to meet time-bound KPIs (including on-time arrivals, turnaround/collection times and timely return home).

The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, allocating patients to the appropriate vehicle type and the appropriately skilled crew (based on mobility/clinical and safety requirements), as well as collaborating with hospital staff and departments to optimise vehicle and staff utilisation and protect KPI performance throughout the day.

£13.63 per hour | 37.5 hours per week | 5 days between Monday-Saturday

Shifts between the operational hours of 07.00 and 20.00

What Benefits Can You Expect

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years’ service.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Hospital cash plan benefits with sickness protection scheme.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Main Duties

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable and that each journey is scheduled within contracted time windows.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets including on-time arrivals for appointments and return journeys within agreed times. You will match demand to capacity in real time, allocating the right vehicle and the right crew skill mix to each patient journey.
• To receive in an accurate, effective and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintain accurate and up to date patient records. Ensure good housekeeping within the main operating system.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Dealing promptly, professionally, and efficiently with all internal and external telephone calls received, taking appropriate action using your own initiative where required.
• Liaising with other agencies such as GPs, Nursing Homes, Hospital Clinics and Wards.
• Maintain end-to-end journey flow across all control areas through effective liaison with colleagues and site stakeholders, prioritising work and resolving urgent issues as they arise (e.g. late running, cancellations, vehicle issues and capacity constraints), using dynamic re-planning, rapid reallocation of resources and escalation in line with local procedures to minimise KPI impact.

Successful Candidates Will Have

• Experience of working in a regulated, complex, time-critical operational environment.
• Desirable experience of working in logistics, control, route planning or analytical roles.
• Desirable experience working to time-critical KPIs/service level targets and using operational systems to monitor performance, prioritise work and take corrective action.
• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public.
• Commitment to delivering a high-quality, customer-focused service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation.
• Strong problem-solving skills.
• Meticulous attention to detail.
• Excellent organisational skills with proven ability to multi-task and prioritise as required.
• Ability to stay calm under pressure and use initiative

About Us

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group is committed to pro-actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK.