Patient Transport Call Coordinator - Full-Time

EMED Group; Shrewsbury; On-site; GBP 15,000 - 21,000; Full time

Job summary

EMED Group is seeking Call Handlers to join our Shrewsbury-based team. You will be the first point of contact for service users, booking discharges and transfers from hospital, and coordinating with road staff, PTLOs, and dispatchers to ensure timely journeys.

We offer full-time permanent roles with flexible rota options. Typical patterns include 40.34 hours weekly (4 on, 4 off) or 37.5 hours across five shifts, including some weekends, at £12.71 per hour.

Qualifications

• Good standard of literacy, numeracy, and IT skills.
• Customer service experience preferably obtained in a call centre/phone-based role.
• Willingness to develop existing skills.
• Ability to work to deadlines.
• Good verbal and written communication skills.
• Organised and logical.
• Ability to prioritise workload.
• Able to work as part of a team as well as independently.
• Flexible approach to working hours.
• Respect for confidentiality and the ability to handle sensitive issues appropriately.
• Enthusiastic and motivated.
• Punctual and reliable.
• Ability to display a positive attitude.
• Diplomatic and professional.

Responsibilities

• Booking discharges and transfers from hospital, often under time critical circumstances.
• Booking regular journeys for renal and oncology patients.
• Contacting service users 24-48 hrs prior to travel to confirm the journey.
• Communicating with road staff, ambulance care assistance, paramedics, PTLO, controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all service users.
• Being aware of safeguarding practises and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
• Being the first point of contact for service users for questions or enquiries about patient transport.
• Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
• Keep up to date with changes in policies and procedures.
• Undertake all necessary training.
• To support, assist and supervise less experienced staff when necessary.
• Undertake any other duties and responsibilities related to this role.

Skills

Customer service

Call centre experience

Organised and reliable

Communication skills

IT skills

Job description

EMED Group is seeking Call Handlers to join our Shrewsbury-based team. You will be the first point of contact for service users, booking discharges and transfers from hospital, and coordinating with road staff, PTLOs, and dispatchers to ensure timely journeys.

We offer full-time permanent roles with flexible rota options. Typical patterns include 40.34 hours weekly (4 on, 4 off) or 37.5 hours across five shifts, including some weekends, at £12.71 per hour.