Patient Flow Coordinator

South Western Ambulance Service NHS Foundation Trust; Exeter; On-site; GBP 27,000 - 31,000; Full time

Job summary

A regional ambulance service in Exeter seeks a Patient Flow Coordinator to optimize ambulance resources and support emergency operations. This role involves real-time communication with crews and analyzing performance metrics to ensure efficient patient care. Candidates should have leadership and call center experience, minimum 4 GCSEs including Math and English. Offering competitive salary, benefits like a car leasing scheme and extensive holidays, this position promotes continuous professional development.

Benefits

Holiday entitlements of 27 days per year

Career and salary progression

Free parking across Trust sites

Cycle-to-work scheme

Qualifications

• Demonstrable experience in a call centre environment.
• Experience working in a fast-paced environment.
• Leadership and mentoring experience.

Responsibilities

• Optimize operational ambulance resources.
• Communicate with ambulance crews via radio and telephone.
• Support efficient hospital handovers.

Skills

Problem-solving

Communication

Data Analysis

Teamwork

Education

Minimum of 4 GCSE's or equivalent

Level 4 qualification in healthcare or relevant subject

Job description

South Western Ambulance Service NHS Foundation Trust

Patient Flow Coordinator

Closing date is 28 December 2025

Are you a keen problem solver with an eye for detail?

Then you could be the perfect fit for our Patient Flow Coordinator (PFC) role!

Join our small, friendly team in the Operations Delivery Centre (ODC), where you'll benefit from 24/7 support from a dedicated leadership team.

This newly refreshed role now offers more variety than ever before!

No two shifts are the same -- one moment you might be supporting a crew with a breakdown, and the next, you could be stepping in as a virtual HALO and running a patient cohort. Every action you take is critical in keeping our ambulance crews mobile and caring for the patients of the southwest.

Working as a PFC means joining a dynamic and evolving environment. Joining the ODC team offers opportunities to experience our other key functions such as

HEMS, Community Volunteers Dispatch, Command Dispatch and PhysicalHALO support

Our newly designed rotas offer four shifts on duty followed by four rest days. We have rota options with minimal nights and an option with minimal days.

We also welcome applicants who would like part-time hours (in line with the needs of the business).

Arrange one and get a feel for the role first-hand.

Email: [e-mail]

Please note - unfortunately this role is unlikely to meet the requirements for the sponsorship of a visa.

Main duties of the job

The Patient Flow Coordinator plays a vital role in the Operations Delivery Centre, requiring prior experience in emergency services (or equivalent), ideally within a control room (or call centre) environment.

The primary responsibility is to optimise the flow of operational ambulance resources by analysing data from the Hospital Handover and Fleet Barriers Dashboards along with other performance metrics, while maintaining accurate handover data quality.

Key duties include real-time communication with ambulance crews via radio and telephone, interpreting the Resource Availability Dashboard, and working collaboratively to remove barriers to patient care. The role supports the principle that no patient should wait unnecessarily for an ambulance and contributes to efficient hospital handovers and movement of our fleet of ambulances.

Reporting to the Service Delivery Officer, the coordinator works closely with HALOs, Operations Offers, Community Response Coordinators, and EOC staff and many of our partner agencies.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England of 10,000 square miles and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

At the heart of our beautiful and diverse region we employ over 6000 people and are supported by over 575 volunteers.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

In return we will equip you with the skills, resources and development you need to thrive in your role.

You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.

• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Cycle-to-work and other salary sacrifice schemes
• Staff networks
• Access to a wide range of discounts from various organisations across the UK

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Person Specification

Education and qualifications

• Minimum of 4 GCSE's or equivalent at grade C / 5 or above including Maths and English.
• Previous leadership experience
• Previous mentoring experience
• Experienced Dispatcher or EMD
• Level 4 qualification particularly in healthcare, science, data analysis or another relevant subject or equivalent

Previous experience (Paid/Unpaid relevant to job)

• Demonstrable experience gained call centre environment
• Experience working in a high paced environment
• Able to master new IT systems
• Experience of working in a team

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  South Western Ambulance Service NHS Foundation Trust

  £27,485 to £30,162 a year per annum/pro rata (indicative)