Job summary
CONTROL ROOM SUPERVISOR G4S PATIENT TRANSPORT SERVICES
CHATHAM, ME5 8RZ
£28,000 per annum
Full Time, Permanent, Monday to Fridays
Excellent Company benefits including Contributory Pension, G4S Life Assurance Scheme, Employee Assistance Programme and subsidised Healthcare Plan
Main duties of the job
About the Role
The Control Room Supervisor is a valued member of the logistics team, as they play a vital role in monitoring the allocation of patient journeys. This monitoring ensures the deployment and day to day operation is completed efficiently and effectively, and in a way that demonstrates care and respect to patients across our multiple sites in Kent and Medway.
About you:
Working as part of a small and dynamic Governance team, we are looking for a tenacious, enthusiastic person with a can-do attitude to work across the Patient Transport Contract.
The successful candidate will need to demonstrate previous experience within a Fleet Planning or Scheduling environment. You must have excellent people and communication skills, a high level of attention to detail along with strong problem-solving skills. You must have the ability to embrace complexity, be a part of a busy and fast paced environment and be flexible and adaptable to deal with ever-changing scenarios.
It is essential that you are a dynamic and engaging individual who shares our ethics and values to deliver a first class service.A great communicator, with excellent IT skills, you will play a pivotal part in helping shape G4S Patient Transport Services for the future.
About us
About Us
G4S Patient Transport Services is one of the UKs largest Non-Emergency Patient Transport providers, carrying out over 50,000 journeys on behalf of the NHS every year. With 12 operational bases across the UK and a dedicated call centre, we employ over 720 members of staff to deliver safe, caring, high-quality patient transport.
Job description
Job responsibilities
Some of the key responsibilities for this role are;
- Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively
- Maximise efficiency in order to utilise the resource available across all contracts with regards to the above
- Oversee the appropriate use of Third Party resources including taxis and ambulances
- Monitoring the performance of the on-site day controllers to provide support for potential failures to KPIs including the drill-down process being performed daily.
- Provide support to on site controllers for complex, difficult and long distance journeys.
- Supporting the help desk team to resolve patient enquiries/complaints.
- Support the on-site day controllers with forward planning for their sites.
- Work closely with the BIM team to identify regular patterns of activity to maximise efficiency across all contracts, i.e. relocate vehicles from site to site.
- Manage time efficient routes on a daily basis, making effective use of resources in order to meet patient requirements.
- Deal with all routine routes in a timely manner so that an appropriate response is provided.
- Liaise with the on-site PTLOs and Depot Management teams to identify any potential problems.
- Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly.
- Coordinate Ambulance Care Assistants and Advanced PTS teams when liaising with customers to ensure an excellent service is offered and delivered.
- To ensure vehicle utilisation is managed to the highest levels whilst managing costs and KPIs to ensure the best possible service is delivered to patients, Hospital Trusts and the
- Integrated Care Board (ICB).
- Continual analysis of data and functions to recommend business best practice.
- Administration and record keeping is kept to a high standard.
- Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures and KPIs
- Provide additional escalated support and advice to Ambulance Care Assistants and Emergency Medical Technicians and other matters
- Review compiled shift rosters from the on site controllers, ensuring relevant cover and efficiency throughout the year
- Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the relevant local SDM
- To accurately record and update information on the appropriate electronic systems (Microsoft systems, ie Word, Excel and Cleric)
- Efficient information/data support service provided to BIM and Ops Directors for each PTS region
Job description
Job responsibilities
Some of the key responsibilities for this role are;
- Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively
- Maximise efficiency in order to utilise the resource available across all contracts with regards to the above
- Oversee the appropriate use of Third Party resources including taxis and ambulances
- Monitoring the performance of the on-site day controllers to provide support for potential failures to KPIs including the drill-down process being performed daily.
- Provide support to on site controllers for complex, difficult and long distance journeys.
- Supporting the help desk team to resolve patient enquiries/complaints.
- Support the on-site day controllers with forward planning for their sites.
- Work closely with the BIM team to identify regular patterns of activity to maximise efficiency across all contracts, i.e. relocate vehicles from site to site.
- Manage time efficient routes on a daily basis, making effective use of resources in order to meet patient requirements.
- Deal with all routine routes in a timely manner so that an appropriate response is provided.
- Liaise with the on-site PTLOs and Depot Management teams to identify any potential problems.
- Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly.
- Coordinate Ambulance Care Assistants and Advanced PTS teams when liaising with customers to ensure an excellent service is offered and delivered.
- To ensure vehicle utilisation is managed to the highest levels whilst managing costs and KPIs to ensure the best possible service is delivered to patients, Hospital Trusts and the
- Integrated Care Board (ICB).
- Continual analysis of data and functions to recommend business best practice.
- Administration and record keeping is kept to a high standard.
- Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures and KPIs
- Provide additional escalated support and advice to Ambulance Care Assistants and Emergency Medical Technicians and other matters
- Review compiled shift rosters from the on site controllers, ensuring relevant cover and efficiency throughout the year
- Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the relevant local SDM
- To accurately record and update information on the appropriate electronic systems (Microsoft systems, ie Word, Excel and Cleric)
- Efficient information/data support service provided to BIM and Ops Directors for each PTS region
Person Specification
Qualifications
Essential
- Essential
- Previous control / fleet planning / scheduling experience
- Ability to learn new skills quickly
- Excellent communicative and problem solving skills
- Ability to make decision in a fast pace, multi delivery environment
- Level/GCSE in Maths and English
- Excellent customer service skills, with a caring attitude towards patients and an outgoing, friendly manner
- Ability to show empathy and respect
- I.T. Literate (i.e. Microsoft Office Suite)
- Flexible approach to working hours.
- Application of common sense approach
- Able to deal with multiple tasks and prioritise, keeping an eye for detail
- Able to work on own initiative and proactively as well as effectively as part of a team
- Ability to remain calm and professional at all times
- The post holder must not divulge any confidential information to an unauthorised person that they may access during their employment
Desirable
- Desirable
- Knowledge of Patient Transport Services and patient mobility
- Experience of working in confidential environment
- Experience of working against call centre KPIs
- Experience of managing multi drop operations
Person Specification
Qualifications
Essential
- Essential
- Previous control / fleet planning / scheduling experience
- Ability to learn new skills quickly
- Excellent communicative and problem solving skills
- Ability to make decision in a fast pace, multi delivery environment
- Level/GCSE in Maths and English
- Excellent customer service skills, with a caring attitude towards patients and an outgoing, friendly manner
- Ability to show empathy and respect
- I.T. Literate (i.e. Microsoft Office Suite)
- Flexible approach to working hours.
- Application of common sense approach
- Able to deal with multiple tasks and prioritise, keeping an eye for detail
- Able to work on own initiative and proactively as well as effectively as part of a team
- Ability to remain calm and professional at all times
- The post holder must not divulge any confidential information to an unauthorised person that they may access during their employment
Desirable
- Desirable
- Knowledge of Patient Transport Services and patient mobility
- Experience of working in confidential environment
- Experience of working against call centre KPIs
- Experience of managing multi drop operations
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.
