Non-Emergency Patient Transport Services Controller Planner - Tollgate

NHS; Stafford; On-site; GBP 24,000 - 26,000; Part time

Job summary

An exciting opportunity exists for a part-time Controller Planner with West Midlands Ambulance Service University NHS Foundation Trust in Staffordshire. The role involves planning and coordinating patients' journeys, requiring strong communication and teamwork skills. Applicants should have at least 5 GCSEs and customer care experience, with a commitment to training and professional development.

Qualifications

• At least 1 year of customer care experience.
• Experience in a control centre environment or similar.

Responsibilities

• Plan and coordinate patients' journeys to and from hospital appointments.
• Operate communication systems to liaise with patients and healthcare professionals.
• Ensure effective deployment of resources to meet contractual requirements.

Skills

Communication

Teamwork

Analytical Thinking

Education

Minimum 5 GCSEs at Grade A-C, including English

Job description

Go back West Midlands Ambulance Service University NHS Foundation Trust

Non-Emergency Patient Transport Services Controller Planner - Tollgate

The closing date is 19 May 2025

An exciting opportunity has become available with West Midlands Ambulance Service University NHS Foundation Trust for a part-time Controller Planner for our Non-Emergency Patient Transport Services contract in Staffordshire.

Successful applicants will be responsible for planning and coordinating patients' journeys to and from their hospital appointments, along with discharges and transfers between hospitals. Good communication skills, team working, and analytical thinking are key for this role, as you will be liaising with operational crews and hospital staff daily to ensure patients are collected timely and issues are resolved promptly.

This role can be challenging at times but offers a great sense of achievement when, at the end of your shift, all patients have been seen, treated, and moved.

This vacancy is part-time; however, training must be completed on a full-time basis (2 weeks plus consolidation period).

Main duties of the job

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace where colleagues feel empowered to succeed.

Each person plays a vital role in ensuring our organization meets the diverse needs of our communities, ultimately enabling us to save lives. We recognize that a workforce reflecting the communities we serve provides better patient care. We are seeking self-motivated, enthusiastic individuals from all backgrounds who care about making a difference.

We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and guarantee to invite all applicants who meet the essential criteria for an interview. If you have a disability or learning difficulty and wish to disclose it, please do so in your application or contact the Recruitment Team at [e-mail] for a confidential discussion. This information, with your permission, helps us support you during recruitment.

The Trust supports our Armed Forces community and has signed the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

About us

We endeavor to respond to all candidates individually. Please check your emails regularly after the closing date, including junk mail, as contact is usually via email.

We offer flexible working options to support colleagues in balancing work and personal life. During your interview, we will discuss your individual needs and how they can be accommodated to benefit patient experience, service delivery, and work-life balance.

If this position involves a regulated activity, it will require an Enhanced Disclosure & Barring Service (DBS) check, including checks against the Independent Safeguarding Authority barred lists for working with children, adults, or both. Applicants must cover the DBS check cost of £55.76 payable online at application submission. Upon receipt, you will need to subscribe to the DBS online update service.

Job responsibilities

• Operate communication and information systems to receive and make calls to/from patients, commissioners, healthcare professionals, and WMAS operational staff, taking patient demographics and presenting history.
• Input details of bookings via telephone, fax, or electronically from customer units/staff and transport inquiries from healthcare professionals and the public related to Trust contracts.
• Ensure effective deployment of resources to meet contractual requirements, coordinating the work of others as needed.
• Make outbound calls to professionals and the public, adhering to protocols, including contacting relatives, querying professionals, communicating with hospitals, arranging breakdown recovery, and reporting incidents to emergency services.
• Support the achievement of national and Trust standards of service.
• Coordinate patient movements in conjunction with first-line management, maintaining communication between operational staff and the Control Centre to optimize resource use.
• Report on operational staff performance to first-line management.
• Plan and reassign journeys to operational staff using organizational skills.
• Process sickness and fitness notifications from operational and control staff.
• Handle calls from drivers regarding work and shift arrangements.
• Ensure compliance with WMAS Quality Procedures, Data Protection Act, and Caldicott Guidelines.
• Assist in deploying operational resources, including voluntary drivers and subcontractors, to support non-emergency contracts.
• Attend training to maintain professional knowledge and stay updated on procedures.
• Train new call takers on systems and procedures.
• Report IT issues related to software and hardware.
• Undertake administrative duties such as filing, faxing, and photocopying.
• Perform any other duties consistent with the role.

Person Specification

Qualifications

• Minimum 5 GCSEs at Grade A-C, including English or equivalent (evidence required)
• Willing to undertake required in-house training
• Willing to complete the Educare Training Programme within six months of employment

Experience

• At least 1 year of customer care experience
• Experience working as part of a team coordinating others’ work
• Experience in a control centre environment or similar
• Experience working under pressure
• Advanced keyboard skills

Skills and Knowledge

• Ability to work independently and as part of a team
• Concern for quality and customer care
• Excellent verbal and written communication skills, empathetic, tactful, and diplomatic
• Ability to communicate effectively with distressed or vulnerable callers
• Remain calm and professional in stressful situations

Employer name

West Midlands Ambulance Service University NHS Foundation Trust

Salary: £24,071 to £25,674 per year (pro-rata), plus relevant unsocial hours pay as per section 2