Non Emergency Patient Transport Call Handler BANK

South Central Ambulance Service NHS Foundation Trust; Otterbourne; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension Scheme

Access to CPD within SCAS and NHS

Occupational Health support

Employee Assistance Programme

Health & Wellbeing Team

NHS Discounts in over 200 stores

Staff networking group

Job summary

South Central Ambulance Service NHS Foundation Trust in Otterbourne, Winchester, is seeking compassionate Call Handlers for the Patient Transport Services (NEPTS) Contact Centre. You will be the first point of contact, handling transport requests, providing ETAs, updating bookings and supporting patients and clinicians.

This entry-level role includes training, a clear NHS pathway, and a values-driven team focused on Caring, Professionalism and Teamwork.

Qualifications

• Excellent communication skills across callers and professionals.
• Ability to remain calm and professional under pressure.
• Passion for delivering outstanding customer service.

Responsibilities

• Receive and process patient transport requests via telephone.
• Provide accurate information on resource arrival times.
• Amend and update patient booking details.
• Ensure eligibility criteria are applied fairly.
• Support colleagues and contribute to a positive team environment.
• Follow all audit, policy and confidentiality requirements.

Skills

Communication

Customer service

Calm under pressure

Teamwork

Job description

South Central Ambulance Service NHS Foundation Trust (SCAS) is looking for compassionate, customer-focused individuals to join our Patient Transport Services (NEPTS) Contact Centre in Otterbourne, Winchester as a Call Handler. This is an exciting opportunity to play a key role in supporting patients and healthcare professionals across Hampshire and Milton Keynes. The Call Handler role also offers an entry-level pathway into the Ambulance Service, providing valuable experience and a foundation for those wishing to develop a career within the NHS., As a PTS Call Handler, you will be the first point of contact for patients, GPs and other healthcare professionals, taking and processing transport requests in accordance with ICB approved eligibility. You will provide accurate information, update booking details, and ensure that all calls are handled professionally and efficiently. You will provide real time estimated time of arrivals and process any cancellations or changes to requests. You will work in partnership with Planning and Dispatch roles within the department.This role is ideal for someone with excellent communication skills, the ability to remain calm under pressure, and a passion for delivering outstanding customer service. Training will be provided, and you will work as part of a supportive team committed to SCAS values: Teamwork, Innovation, Professionalism and Caring., Receive and process patient transport requests via telephone- Provide accurate information on resource arrival times- Amend and update patient booking details- Ensure eligibility criteria are applied fairly- Support colleagues and contribute to a positive team environment- Follow all audit, policy and confidentiality requirements

AtSCAS, every role helps make a difference to patients, communities and colleagues. Whether delivering frontline care, supporting emergency operations or working in support services, your contribution matters. Our values of Caring, Professional and Honest underpin everything we do. We are committed to providing high-quality care, acting with integrity and professionalism, and treating everyone with respect. SCAS offers excellent learning and development opportunities, wellbeing support and flexible working where service needs allow. We also work closely with recognised trade unions, including Unison, Unite, GMB and RCN, providing staff with workplace support and representation.

• Holiday entitlement of 27 days, rising to 29 days after 5 years' service and 33 days after 10 years' service, and extra 8 days bank holiday (pro rata for part time)
• NHS Pension Scheme membership
• Access to CPD within SCAS and NHS
• Occupational Health support and access to Employee Assistance Programme and our Health & Wellbeing Team
• NHS Discounts in over 200 + stores saving money on holidays, car insurance, restaurants, clothing and much more
• Access to staff networking group