We have a rare and exciting opportunity for a patient focused individual to join our friendly and supportive Patient Transport Service team in Sutton. Whether you are already in the NHS looking for a change or wanting that first step on in your NHS career, this could be an ideal opportunity to gain experience in a high profile service.
With no two days the same, you will support our patients and hospital staff with patient transport bookings, eligibility assessments and general transport queries. Candidates should have customer service experience, be keen to learn, calm under pressure and able to build good working relationships with other staff and our patient transport supplier.
Applicants should be IT literate and demonstrate an ability to deal with confidential information.
Please use your supporting statement to clearly evidence how your experience meets the essential criteria for this administrative and customer service role.
Support and training will be provided, and all team members are encouraged to continue their professional development.
This post is Monday to Friday08.30 to 16.30.
As the first point of contact for patients’ transport queries, the post holder will be expected to provide a professional service and conduct themselves accordingly at all times. The post holder will liaise with a variety of staff throughout the Trust, Ambulance Services, patients, and external organisations around the country.
The post holder will be expected to deal with all enquiries and assess mobility and medical eligibility need for patient transport using the agreed Trust and Department of Health and Social Care criteria and assessment tools. They will inform patients of the outcomes of their assessments, handle patient questions, concerns and complaints and be able to signpost patients to their transport options. All duties must be carried out in a timely manner maintaining a professional courteous service at all times.
The post holder will be primarily based in Sutton but may be required to travel to Chelsea in order to cover periods of planned absence. Adjustments to working hours may occasionally be required in order to ensure business continuity during periods of planned staff absence.
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
For further information on this role, please see the attached detailed Job Description and Person Specification.
Assessments
2.1To interview patients over the telephone to establish and evaluate their mobility and medical eligibility need for hospital transport and informing them of the outcome.
2.2 Be able to explain the lines of appeal to non-eligible patients if they are not happy with the decision given.
2.3 To accurately maintain records of patient transport eligibility assessments and their outcomes for audit purposes.
2.4 To provide information to patients and staff regarding alternative travel options and arrangements to the hospital sites.
2.5 To complete and send patient correspondence on eligibility outcomes that have been clinically assessed.
2.6 To be the first point of contact for concerns or complaints, escalating as appropriate.
Bookings
2.5 To be the point of contact for requests for Non-Emergency Patient Transport and book all eligible patient requests in line with Trust standards.
2.6To provide excellent customer service to users of the service, dealing with queries, bookings and assessments in a courteous, professional and helpful manner.
2.6 To accurately book all patient transport eligible patients in a timely manner.
2.7 To provide information and advice on the Non-Emergency Patient Transport policies and procedures.
2.8 Booking patients ready to go home when their consultation or treatment is finished.
2.9 Toliaise closely with the transport contractor to receive regular updates on transport delays or other complications which may affect the patient’s collection time, journey or attendance at the hospital.
2.10 To liaise with relevant wards and departments and other service users.
2.11 Monitoring patient waiting times and escalating breaches to the Patient Transport Team Lead or Site Controller
2.12 To arrange urgent and emergency ambulances when necessary.
2.13 To liaise with administrative staff to ensure interpreting services and portering is arranged as required.
2.14 When appropriate escalating problems or complaints to the Patient Transport Team Lead.
2.14 To escalate any compliance/consistency issues to the line manager.
2.15 Any other duties as required by the Patient Transport Team Lead.
Data reporting
2.16 To ensure all data entered into the booking system and as part of eligibility assessments is accurately recorded
2.17 To run reports in support of the monitoring of patient eligibility assessments
This advert closes on Wednesday 20 Nov 2024