NEPTS Controller & Planner

East Midlands Ambulance Service NHS Trust; Nottingham; On-site; GBP 28,000 - 35,000; Full time

Job summary

A healthcare service organization in Nottingham is hiring two full-time Controllers to manage non-emergency patient transport service operations. Responsibilities include coordinating ambulance resources, maintaining patient confidentiality, and ensuring high-level customer service. Applicants should be skilled in communication and capable of making decisions in high-pressure situations. This role operates on a rotating shift pattern.

Qualifications

• Ability to make dynamic decisions in a high-pressure environment.
• Experience working independently within a team.
• Effective verbal communication skills.

Responsibilities

• Control and plan patient journeys to meet operational KPIs.
• Manage NEPTS vehicles and third-party resources.
• Provide a high level of customer service at all times.

Skills

Effective verbal communication

Dynamic decision-making

High-pressure environment management

Tools

Cleric Control and dispatch system

Job description

We are currently recruiting for the following role: Two Controllers working full-time (37.5 hours per week) on a rotating shift pattern over 24 hours a day, 7 days a week.

To provide the health community and the general public with a centralised non-emergency patient transport service control operation. The role involves the coordination of NEPTS ambulance and car resources across the East Midlands 24 hours a day, seven days a week.

Applicants will be required to use the Cleric Control and dispatch system and demonstrate an ability to make dynamic decisions in a high-pressure environment. Working independently within a close-knit team and possessing effective verbal communication skills are vital attributes for successful candidates.

Responsibilities

Accountable to the Control Operations Manager you will be responsible for the delivery of the control service. The core responsibilities include:

• Ensuring patients’ journeys are planned to attend appointments and are taken home within the required operational KPIs.
• Using the Cleric control and dispatch system to manage NEPTS vehicles and third-party resources.
• Planning the day-to-day organisation of resources.
• Ensuring the effective utilisation of resources throughout the region.
• Supporting the NEPTS management team in excelling in the provision of patient care and ensuring patients receive high-level customer service.
• Understanding patient transport and its impact on patients’ well-being.

Main Responsibilities

• Control and plan required journeys to available resources in a timely fashion, ensuring wherever possible patient journeys achieve KPI.
• Receive telephone calls from NEPTS drivers and Health Care Professionals (HCPs).
• Answer calls professionally, politely and in a timely manner.
• Out of hours, provide a transport booking service. Complete the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, signpost the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible, escalate as per policy.
• Input and register eligible transport bookings onto the Cleric CAD computer system.
• Call patients and departments ahead of appointments to check and confirm travel arrangements.
• Liaise with operational crews regarding patient journeys and any required updates, inputting all data into Cleric.
• Liaise with Health Care Professionals as and when required regarding patient journeys.
• Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.
• Provide a high level of customer service at all times to all internal and external customers.
• Maintain patient confidentiality at all times.
• Provide advice and assistance to patients and the public via the Advice and Liaison Service (PALS).
• Report near miss/incidents immediately via the Trust Incident Reporting Procedure.
• Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.