Patient Transport Call Handler — Shift-Based, Flexible Hours

EMED Group; Shrewsbury; On-site; GBP 14,000 - 21,000; Full time

Job summary

EMED Group is seeking a Call Handler in Shrewsbury to join our patient transport team. You will be the first point of contact for service users, manage bookings and coordinate journeys with care and sensitivity. A reliable, organized, and customer-focused approach is essential.

We offer full-time permanent roles at £12.71 per hour with rota patterns including potential weekends. Training and safeguarding guidance will be provided as you develop in a multidisciplinary NHS-linked environment.

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, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all services 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

Communication

Teamwork

Time management

Tools

IT skills

Job description

EMED Group is seeking a Call Handler in Shrewsbury to join our patient transport team. You will be the first point of contact for service users, manage bookings and coordinate journeys with care and sensitivity. A reliable, organized, and customer-focused approach is essential.

We offer full-time permanent roles at £12.71 per hour with rota patterns including potential weekends. Training and safeguarding guidance will be provided as you develop in a multidisciplinary NHS-linked environment.