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Crynodeb o'r swydd

Prif leoliad
NEPTS
Gradd
NHS AfC: Band 2
Contract
Parhaol: Permanent
Oriau
Llawnamser - 37.5 awr yr wythnos (37.5)
Cyfeirnod y swydd
335-A-2040
Cyflogwr
East Midlands Ambulance Service NHS Trust
Math o gyflogwr
NHS
Gwefan
EMAS Trust Headquarters
Tref
Notttingham
Cyflog
£25,272 Pa
Cyfnod cyflog
Yn flynyddol
Yn cau
05/07/2026 23:59

Teitl cyflogwr

East Midlands Ambulance Service NHS Trust logo

NEPTS Call Handler

NHS AfC: Band 2

We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of emergency and urgent care to our patients across the region.

The East Midlands Ambulance Service NHS Trust (EMAS) provides Emergency, Urgent and Non-Emergency pre-hospital care and transport across six counties (Derbyshire, Nottinghamshire, Lincolnshire, Leicestershire & Rutland and Northamptonshire).


 

Trosolwg o'r swydd

EMAS currently provide Non-Emergency Patient Transport Services to patients in Derbyshire and Northamptonshire and  Greater Lincolnshire.

To provide a seamless point of contact for patients and  Health Care Professionals via a single point of contact call center.  The call handler role  facilitates eligibility criteria screening, supports with enquirers, journey bookings and cancellations within service delivery specifications.

 

Prif ddyletswyddau'r swydd

The role holder will take calls from members of the public and Health Care Professionals which will include assessment of patients’ eligibility to access the service using set specifications to make journey bookings. The call handler will also provide information to service users to manage journey bookings.

 

Gweithio i'n sefydliad

This is an exciting opportunity for someone who wishes to be part of a team that strive to provide quality patient care.

This role will be based at our call center at our Trust Headquarters, at Horizon place in Nottingham. 

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Main responsibilities:

1. To receive calls from patients, carers, relatives and Health Care Professionals (HCPs) requesting ambulance transport and enquiries.

2. Answering calls professionally and politely and in a timely manner.

3. Complete the patient eligibility criteria assessment as applicable and advise if they meet the   criteria. If a patient is not eligible, sign post the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible escalate as per policy

5. Inputting/Registration of eligible transport bookings onto the Cleric CAD computer system.

6. Calling patients ahead of appointments to check and confirm travel arrangements.

8. Liaise with Operational Crews regarding patient journeys and any required updates and input all data into Cleric.

9. Liaise with Health Care Professionals as and when required regarding patient journeys.

10. Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.

11. Provide a high level of customer service at all times to all internal and external customers.

12. Maintain patient confidentiality at all times

13. Provide advice and assistance to patients and the public via the Advice and Liaison Service (PALS).

14. Report near miss/incidents immediately via the Trust Incident Reporting Procedure.

15. Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.

Manyleb y person

Qualifications

Meini prawf hanfodol
  • x2 GSCE at grade D or equivalents, including English

Experience

Meini prawf hanfodol
  • Dealing with members of the public
Meini prawf dymunol
  • Experience of working in a busy call centre

Knowledge & Skill

Meini prawf hanfodol
  • Ability to work within a team and/or unsupervised
Meini prawf dymunol
  • Proven track record of dealing with customers

Bathodynnau ardystio / achredu cyflogwyr

Veteran AwareApprenticeships logoNo smoking policyAge positiveCare quality commission - GoodArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident employerHappy to Talk Flexible WorkingDyslexia Award Logo

Gofynion ymgeisio

Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.

Dogfennau i'w lawrlwytho

Gwneud cais ar-lein nawr

Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Michael Hanley
Teitl y swydd
Service Delivery Manager
Cyfeiriad ebost
[email protected]
Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg