Patient Transport Support Officer

The post holder will be part of a small administrative team dealing with the daily booking and organisation of the Trust’s patient transport requirement and data management of the electronic booking system, acting as a point of contact for hospital departments, ambulance providers and sometimes patients.

The role offers rewarding opportunities to make a noticeable difference during critical stages of our patients’ care pathways, improve patient experience and integrate with a wide variety of departments to help facilitate optimal patient flow.

Main duties of the job

Communication

• Communication of routine, and sometimes sensitive, transport booking information using persuasive and negotiating skills, to internal and external stakeholders, including UHBW staff, patients and ambulance service staff
• Telephone contact with patients, and internal and external colleagues; some level of telephone contact with stakeholders will require a level of sensitive handling and emotional effort.

Patient Care:

• Responsibility for ensuring that the arranged patient transport provision is of an appropriate level of care for each patient.

Organisation and Planning:

• Planning and organisation of straightforward ongoing activities to maintain the efficient and effective booking of patient transport.
• Resolution of operational and data problems encountered by users; solving problems and making judgements, some of which require prior analysis.
• Working closely with other members of the team and external teams to plan journeys effectively within the available resources.

Service Development and Research:

• Provide feedback to managers where necessary, to inform changes in local processes.

Finance and Resources:

• Follow local protocols to allocate journeys to the appropriate resource, including both commissioned and non-commissioned services.

Person specification

Qualifications and Training

Essential criteria

• Educated to GCSE level to include Maths and English at C or above

Desirable criteria

• Educated to degree level or similar experience

Knowledge and Experience

Essential criteria

• Experience working in an administrative environment.
• Significant experience of spreadsheet management, including pivot tables, reporting and troubleshooting
• Experience of dealing with very large datasets
• Experience of data quality management
• Experience of dealing with angry or distressed phone-callers.
• Experience providing training and support to team members.

Desirable criteria

• Understanding of Patient Transport Service systems and processes.
• An understanding of the role of the Patient Transport department in the wider context of the Trust, particularly in terms of patient flow.
• Knowledge and understanding of UHBW administrative procedures, including specialised IT systems and patient administration system.

Skills and Abilities

Essential criteria

• Standard keyboard skills
• Dedicated approach to team-working
• Well-developed prioritisation skills
• Ability to work effectively under pressure.
• Ability to consider multiple variables and probable outcomes when making important decisions in high-pressure environment.
• Excellent telephone and email communication skills.

Contract: 18 months (Fixed term until 31st March 2026)

Hours: Full time - 37.5 hours per week (Shifts between 08:00-18:00, Mon-Fri. Mix of remote and on-site working to suit the requirements of the team.)