Patient Transport Planner & Controller - KPI-Driven Scheduling

EMED Group; United Kingdom; Remote; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Life Assurance

Pension Scheme

Uniform provided

EAP

Flu vaccination

Blue Light Card

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Job summary

EMED Group is seeking a Controller/Planner based in Leicester to manage high-volume, time-critical patient transport operations. You will plan, dispatch and optimise crews and vehicles to meet time-bound KPIs, coordinating with hospitals and sub-contractors to ensure on-time arrivals and efficient return journeys.

The role involves real-time demand-capacity matching, resource allocation, and maintaining accurate patient records within our Cleric system.

Qualifications

• Experience of working in a regulated, complex, time-critical operational environment.
• Desirable experience working in logistics, control, route planning or analytical roles.
• Desirable experience working to time-critical KPIs/service level targets and using operational systems to monitor performance.
• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public.
• Commitment to delivering a high-quality, customer-focused service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation.
• Strong problem-solving skills.
• Meticulous attention to detail.
• Excellent organisational skills with proven ability to multi-task and prioritise as required.
• Ability to stay calm under pressure and use initiative.

Responsibilities

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable and that each journey is scheduled within contracted time windows.
• Dispatch and manage the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets including on-time arrivals for appointments and return journeys within agreed times.
• Receive in an accurate, effective and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintain accurate and up to date patient records. Ensure good housekeeping within the main operating system.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Dealing promptly, professionally, and efficiently with all internal and external telephone calls received, taking appropriate action using your own initiative where required.
• Liaising with other agencies such as GPs, Nursing Homes, Hospital Clinics and Wards.
• Maintain end-to-end journey flow across all control areas through effective liaison with colleagues and site stakeholders, prioritising work and resolving urgent issues as they arise.

Skills

Time-critical operations

Route planning

Analytical skills

Communication skills

Problem solving

Organisational skills

Job description

EMED Group is seeking a Controller/Planner based in Leicester to manage high-volume, time-critical patient transport operations. You will plan, dispatch and optimise crews and vehicles to meet time-bound KPIs, coordinating with hospitals and sub-contractors to ensure on-time arrivals and efficient return journeys.

The role involves real-time demand-capacity matching, resource allocation, and maintaining accurate patient records within our Cleric system.