Job summary
University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.
The patient transport booking service is run between the hours of 08:00 to 18:00, Monday to Friday and we are seeking a Booking Clerk to work 30 hours per week with a flexible and practical approach to meet the needs of the service
The tasks involved for this role include taking bookings, responding to enquiries, liaising with Trust staff, other NHS Trusts and Healthcare establishments, input data and completing logs as required.
Main duties of the job
To work within a team to arrange patient transport for the Trust, General Practitioners, patient and other Healthcare establishments.
To liaise with ambulance contracts and service users to ensure that patients travel within contract standards and communication is maintained at all times.
The service is customer responsive with the emphasis on quality.
About us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job description
Job responsibilities
To work as part of a customer servcie team in the delivery of Patient Transport Booking services in a busy and demanding call centre envioronment.To use a range of telecommunications and office equipment in the execution of dutiesTo receive patient transport bookings by telephone or email.To input data onto bespoke computer software package.To develop and maintain effective communication links with hospital staff, General Practitioners, patients, Ambulance services and other external organisations to deliver a high quality customer service.To respond to enquiries and resolve difficulties with empathy and assertiveness where needed.To respond to complaints concerning service issues in a positive manner, and with departmental guidelines.To run and implement daily report from patient record systems. Reporting any discrepancies promptly.To re-arrange ambulance transport for patient attending clinics over the Christmas and New Year period.To plan, allocate & control additional ambulance resources as and when required.To develop an awareness of various ambulance contracts.To liaise with Trust staff, General Practitioners, Patients and other NHS Trusts and Healthcare establishments to ensure that the secure transport are in place enabling the appropriate use of resources and avoiding duplicated requests.To record and archive information within statutory requirements.To ensure that any difficulties in proving transport are brought to the attention of senior staff promptly.To contribute to the effective maintenance of the departmental procedures manuals and standard operational procedures.To develop and maintain effective interdepartmental communication links.To participate in the training and development of trainees within the department
Job description
Job responsibilities
To work as part of a customer servcie team in the delivery of Patient Transport Booking services in a busy and demanding call centre envioronment.To use a range of telecommunications and office equipment in the execution of dutiesTo receive patient transport bookings by telephone or email.To input data onto bespoke computer software package.To develop and maintain effective communication links with hospital staff, General Practitioners, patients, Ambulance services and other external organisations to deliver a high quality customer service.To respond to enquiries and resolve difficulties with empathy and assertiveness where needed.To respond to complaints concerning service issues in a positive manner, and with departmental guidelines.To run and implement daily report from patient record systems. Reporting any discrepancies promptly.To re-arrange ambulance transport for patient attending clinics over the Christmas and New Year period.To plan, allocate & control additional ambulance resources as and when required.To develop an awareness of various ambulance contracts.To liaise with Trust staff, General Practitioners, Patients and other NHS Trusts and Healthcare establishments to ensure that the secure transport are in place enabling the appropriate use of resources and avoiding duplicated requests.To record and archive information within statutory requirements.To ensure that any difficulties in proving transport are brought to the attention of senior staff promptly.To contribute to the effective maintenance of the departmental procedures manuals and standard operational procedures.To develop and maintain effective interdepartmental communication links.To participate in the training and development of trainees within the department
Person Specification
Education & Experience
Essential
- Educated to GCSE standard
- GCSE Maths & English
- Efficient Keyboard Skills and computer literacy.
- Proven experience of working in a customer service environment.
- Proven experience of working with a telephone interface, Netcall or Similiar
- Well developed communication skills.
- Able to analyse information and prioritise. Able to learn, retain and recall information.
Desirable
- Customer Service/Administration/Call Centre Certificate.
- Experience of producing work in a Windows environment producing basic documents and database entry/searches in Microsoft Word and Excel.
- Experience of working within a healthcare environment.
- Experience of working in a call centre or booking office.
- Experience of Working in Patient Transport Services
Essential
Essential
- Proven experience of working in a customer service environment.
- Educated to GCSE standard.
- Efficient Keyboard Skills and computer literacy.
- Well developed communication skills.
- Able to demonstrate resourcefulness and be able to work on own initiative.
- Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
- Possess a friendly outgoing personality. Builds effective working relationships with service users.
Desirable
- Experience of working within a healthcare environment.
- Experience of producing work in a Windows environment producing basic documents and database entry/searches in Microsoft Word and Excel.
- Experience of working in a call centre or booking office.
Person Specification
Education & Experience
Essential
- Educated to GCSE standard
- GCSE Maths & English
- Efficient Keyboard Skills and computer literacy.
- Proven experience of working in a customer service environment.
- Proven experience of working with a telephone interface, Netcall or Similiar
- Well developed communication skills.
- Able to analyse information and prioritise. Able to learn, retain and recall information.
Desirable
- Customer Service/Administration/Call Centre Certificate.
- Experience of producing work in a Windows environment producing basic documents and database entry/searches in Microsoft Word and Excel.
- Experience of working within a healthcare environment.
- Experience of working in a call centre or booking office.
- Experience of Working in Patient Transport Services
Essential
Essential
- Proven experience of working in a customer service environment.
- Educated to GCSE standard.
- Efficient Keyboard Skills and computer literacy.
- Well developed communication skills.
- Able to demonstrate resourcefulness and be able to work on own initiative.
- Able to display a calm and rational approach to difficult situations, demonstrating empathy and assertiveness where appropriate.
- Possess a friendly outgoing personality. Builds effective working relationships with service users.
Desirable
- Experience of working within a healthcare environment.
- Experience of producing work in a Windows environment producing basic documents and database entry/searches in Microsoft Word and Excel.
- Experience of working in a call centre or booking office.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
