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Job summary

Main area
NEPTS
Grade
NHS AfC: Band 2
Contract
Permanent
Hours
Part time - 22.5 hours per week (22.5)
Job ref
335-A-1654
Employer
East Midlands Ambulance Service NHS Trust
Employer type
NHS
Site
EMAS Trust Headquarters
Town
Notttingham
Salary
£23,615 Pa Pro Rata
Salary period
Yearly
Closing
05/01/2025 23:59

Employer heading

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).


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Job overview

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

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

The roles are to work both Saturday and Sunday 08:00 - 20:00 each day.Ìý

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Main duties of the job

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.

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Working for our organisation

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.Ìý

Detailed job description and main responsibilities

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 ÌýÌýcriteria. 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.

Person specification

Qualifications

Essential criteria
  • x2 GSCE at grade D or equivalents, including English

Experience

Essential criteria
  • Dealing with members of the public
Desirable criteria
  • Experience of working in a busy call centre

Knowledge & Skill

Essential criteria
  • Ability to work within a team and/or unsupervised
Desirable criteria
  • Proven track record of dealing with customers

Employer certification / accreditation badges

Veteran Aware

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Further details / informal visits contact

Name
Rachel Poulton
Job title
Performance Delivery Manager
Email address
[email protected]