Call Taker - Contact Centre Advisor

Staffordshire NEPTS · Stoke, Staffordshire
Department Staffordshire NEPTS
Employment Type Full Time
Minimum Experience Entry-level

Main Purpose of the Job

 

Working as part of a team, the post holder will provide a friendly, efficient booking and dispatch service for non-emergency and urgent patient transport.

 

They will be responsible for the end-to-end management of the customer transport booking journey, including correct and accurate application of the eligibility criteria and accurate input of information captured within the booking journey.

 

They will manage and action requests to cancel journeys which are no longer required and notify the relevant parties of all cancellations in a timely manner.

 

They will work with members of the Dispatch Teams to agree journey times to enable efficient planning and dispatching of all journey types.

 

Main Duties and Responsibilities of the Role

 

Provide a friendly, efficient booking service for patients and healthcare professionals, ensuring that accurate information is collated at the time of the booking, this includes NHS Numbers, correct date and times, accurate pick up and drop off locations, correct GP surgery, correct mobility, and any access issues.

 

Provide and ensure all bookings have been assessed against the agreed eligibility criteria and mobility requirements to ensure the safe movement of the patient and crew.

 

The CCO Advisor is the first point of contact that customers and patients have with ERS Medical over the telephone.

 

As a member of the team, the CCO Advisor will take bookings and deal with enquiries and act as the main contact point for Patient Transport Service users and other stakeholders.

 

Responsible for tasking appropriate resources to meet patient and contractual obligations in addition to established performance targets.

 

Use the phonetic alphabet to ensure correct details are captured at the time of the booking.

 

Ensure appropriate liaison with other agencies such as GP Practices and Nursing Homes.

 

To operate telephone, computers and other electronic devices efficiently.

 

To receive in an accurate, effective and polite manner, requests for patients transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.

 

Deal promptly, professionally and efficiently with all telephone calls received taking appropriate action on own initiative where required.

 

Provide information on prices for ad hoc journeys to clinics, GP surgeries, out of area journeys and private individuals, ensuring confirmation is gained from the bill payer, prior to confirmation of the booking.

 

Relay relevant information to hospital or caller.

 

Carry out general administrative duties as directed.

 

Display a high level of customer care when dealing with hospitals, patients, and relatives.

 

Where eligibility criteria is not met, be able to effectively signpost patients to the relevant authorities and transport providers as alternatives to NEPTS service.

 

Be aware of the logistics and whereabouts of the units working daily, liaise with operations on any identified issues and alert patients and partners on any delays and changes which may occur on a daily basis.


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  • Location
    Stoke, Staffordshire
  • Department
    Staffordshire NEPTS
  • Employment Type
    Full Time
  • Minimum Experience
    Entry-level