Non Emergency Patient Transport Service Call Handler - 0 Hours

Non Emergency Patient Transport Service Call Handler - 0 Hours

Visiting hospital is not fun and for some people, just getting to their hospital appointments and back home again is tough. It is for these reasons that we need people who can make arranging transport the easy part.

Our Patient Transport Service (PTS) provides NHS-funded transport for people who can't get to their healthcare appointments by other means. Could you help arrange those journeys for our patients?

The department is open Monday to Friday between the hours of 7:00am and 7:00pm, and Saturdays and Sundays between 8:00am and 6:00pm, 365 days of the year including public holidays.

This position is a zero hour contract to provide resilience support to the contact centre when hours are available. Hours worked on bank holidays and weekends attract additional unsocial payments.

Initial training for the successful candidates will be a minimum of four weeks, full time hours, at our headquarters in Wakefield. This is an office based role and your base will be or headquarters in Wakefield.

Main duties of the job

We are looking for someone who likes to talk and is confident using IT. The majority of your role will be speaking to patients, their carers and healthcare professionals who are looking to arrange journeys to and from healthcare settings, then accurately recording the information they give you into our booking system. Of course, it's not always as easy as it sounds because everyone has their own challenges, but if you're the sort of person who finds reward in helping people, then we'd love to hear from you.

To make sure we provide the right type of transport to the people who need it the most, we have set questions that we need to ask all callers. Sometimes you'll need to speak slowly and clearly, sometimes you'll need to repeat yourself several times, sometimes you'll need to listen to someone's troubles and concerns; but you'll always need to be polite, professional and eager to make the caller's experience a pleasant one.

About us

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

• Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
• 27 days annual leave, increasing to 33 with service.
• Contributory Pension.
• Car lease and other salary sacrifice schemes.
• Dedicated employee assistance and counselling service.
• Opportunities for research participation, career progression and ongoing development.
• Well respected, committed and supported staff networks for our workforce.

Our values: Kindness, Respect, Teamwork and Improvement, are at the heart of all we do.

Person Specification

• Effective communicator (verbal and written)

Qualifications / Knowledge

• 4 GCSE grades 4-9 (or equivalent) including Maths and English
• NVQ Level 2 in Customer Service or similar or equivalent customer service experience
• Proficient in the use of Microsoft Office package including MS Word and Teams
• Previous Cleric Experience

Experience

• Previous experience of providing excellent customer care
• Previous experience of working in a call centre

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.

Employer name

Yorkshire Ambulance Service NHS Trust

Address

£25,760 to £27,476 a yearPer annum, pro rata

Contract

Bank

Reference number

174-NEPTSCHBANK-220626