Non Emergency Patient Transport Service (NEPTS) Call Taker

Welsh Ambulance Services University NHS Trust; Cwmbran; On-site; GBP 18,000 - 23,000; Full time

Job summary

The Welsh Ambulance Services University NHS Trust is recruiting for a Non-Emergency Patient Transport Service (NEPTS) role based at our Cwmbran site. The post involves handling telephone enquiries from patients and hospitals, processing transport requests, and inputting details onto the Trusts databases.

You will support planning and day-control teams, check bookings, identify arrival times, and maintain accurate records. Welsh language desirable; both English and Welsh speakers are welcome.

Qualifications

• Experience in customer-focused environment is desirable.
• Excellent communication and listening skills are essential.

Responsibilities

• Handle telephone enquiries from patients and hospitals.
• Process transport requests accurately.
• Input details onto the Trusts databases.
• Check systems to confirm transport bookings and identify arrival times.
• Support planning and day-control teams within NEPTS.

Skills

Communication

Active listening

Team player

Typing speed

Job description

The ability to converse in both English and Welsh is highly desirable for this role. The Non-Emergency Patient Transport Service is responsible for providing non-emergency and pre-planned transport, to and from hospitals and treatment centres for patients who have appointments at out-patient clinics, day surgery units, and day centres. The service acts as a vital link between communities and is an important and integral part of the overall package of health care provided by the Ambulance Service in Wales., We currently have permanent contracts for 37.5 hrs per week in our NET Centre site in Cwmbran. The successful candidates will be expected to work to cover any hours between 0800-1800 weekdays on a rota basis to match the service demands., The successful post holder will be required to work within a team dealing with all telephone enquiries from patients and hospitals for all issues associated with Non-emergency ambulance transport this includes, processing telephone calls from members of the public and hospital staff requesting non-urgent ambulance transport, working through an established criteria staff will assess the most appropriate method of transport for patients, and then accurately process this request accordingly utilising the Trusts databases. Duties also include checking systems to see if transport has been booked, inputting requests, identifying arrival times of transport on the day of journey, and providing support to the planning and day control teams within the NEPTS department.

The successful applicants will have a can do attitude, demonstrate that they have worked as part of a team, possess excellent communication and active listening skills, ideally have experience in working in a customer focused environment.

The ability to speak Welsh is highly desirable for this post; English and/or Welsh speakers are equally welcome to apply.

The position involves inputting details speedily and accurately onto a computer system; therefore excellent keyboard skills are essential. The successful applicant should be competent when undertaking given tasks, have good interpersonal skills, be educated to a good educational standard and possess typing and I.T. skills.

A good knowledge of the geographical areas of all Wales would be advantageous and the ability to converse in the Welsh Language is essential for these posts.

RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.