NHS
Helpdesk Agent - Patient Transport Services
This job is now closed
Job Description
- Req#: E0218-24-0072?language=en&page=192&sort=publicationDateDesc
- Work as part of a team to carry out the above functions and represent G4S Healthcare within the NHS.
- Communicate effectively and liaise with patients, health care professionals and senior on call management as required.
- Have excellent interpersonal skills and telephone manner
- Escalate to Senior Controllers patient journeys at risk of failure.To keep up to date and complete training as requested.
- To be aware of safe guarding policies and procedures.
- To understand the escalation process and implement when necessary.
- To work as a team to support colleagues.
- Have the ability to work in a fast pace environment.
- Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Leader.
- Carry out any other duties relevant to the role as directed by your Senior, Team Leader or Manager
Ability to work effectively as part of a team
Worked in a fast pace multi delivery environment
Customer focused
Good communicator and problem solving skills withstrong time management ability
I.T. Literate
Assertive, results orientated individual capable of working under minimal supervision
Flexible approach to working hours.
Application of common sense approach
A caring attitude towards patients and an outgoing, friendly manner, able to show empathy and respect
- Able to work on own initiative and proactively
Ability to remain calm and professional at all times
Willing to undertake an enhanced DBS check.
Company pension scheme with employer contributions
G4S Life Assurance Scheme
Charity work- Match-it and Payroll Giving
Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical )
Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers
Refer a Friend Scheme
Progression, training and development opportunities.
Subsidised healthcare plan
Some of the key responsibilities for this role are;
Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively.
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 management team to identify any potential problems.
Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly
Coordinate Ambulance Care Assistants and Emergency Medical Technicians and liaise with customers to ensure an excellent service is offered and delivered
To ensure utilisation is managed to the highest levels whilst managing costs to the KPIs set.
Continual analysis of data and functions to recommend business best practice
Support all administration for holidays, sickness and overtime escalating to HR where required
Administration and record keeping is kept to a high standard
Responsible to report all vehicles are repaired and roadworthy for hire
Promotes a high level of morale, ensuring the team remain customer focussed maintaining integrity at all times
Teams are engaged and fully understand the business goals and objectives
Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures.
Organise and allocate resources to optimise service delivery.
Provide support and advice to Ambulance Care Assistants and Emergency Medical Technicians
Assist in the planning of the shift rosters, ensuring relevant cover throughout the year
Deal with any and all matters which arise as first point of contact
Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Service Support Manager.
Some of the key responsibilities for this role are;
Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively.
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 management team to identify any potential problems.
Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly
Coordinate Ambulance Care Assistants and Emergency Medical Technicians and liaise with customers to ensure an excellent service is offered and delivered
To ensure utilisation is managed to the highest levels whilst managing costs to the KPIs set.
Continual analysis of data and functions to recommend business best practice
Support all administration for holidays, sickness and overtime escalating to HR where required
Administration and record keeping is kept to a high standard
Responsible to report all vehicles are repaired and roadworthy for hire
Promotes a high level of morale, ensuring the team remain customer focussed maintaining integrity at all times
Teams are engaged and fully understand the business goals and objectives
Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures.
Organise and allocate resources to optimise service delivery.
Provide support and advice to Ambulance Care Assistants and Emergency Medical Technicians
Assist in the planning of the shift rosters, ensuring relevant cover throughout the year
Deal with any and all matters which arise as first point of contact
Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Service Support Manager.
- A professional attitude, calm disposition and excellent telephone manner is paramount for this position
- Experience of working in a safeguarding environment and completing safeguarding documentation
- Ability to work well as part of a team
- Strong verbal and written communication skills
- Ability to multitask whilst paying strong attention to detail
- Experience of working in a safeguarding environment and completing safeguarding documentation
- Experience of working in a customer focused environment
- A professional attitude, calm disposition and excellent telephone manner is paramount for this position
- Experience of working in a safeguarding environment and completing safeguarding documentation
- Ability to work well as part of a team
- Strong verbal and written communication skills
- Ability to multitask whilst paying strong attention to detail
- Experience of working in a safeguarding environment and completing safeguarding documentation
- Experience of working in a customer focused environment
Job summary
Are you a caring and compassionate person looking to better use your skills to help people?
Don't have experience? Dont worry, you have life skills and that's what were looking for!
Then we have the perfect role for you!
Our dedicated training team will guide you through our 2 week comprehensive training programme, helping you to develop the skills needed to begin and progress in your new rewarding career with us.
Helpdesk Agent
Chelmsford, CM1 2QE
£21,731.95
40 hours per week, various shifts - full time
The Helpdesk Agent is the first point of contact for anyone wishing to query or chase a patient transport journey. The Helpdesk Agent role is predominantly to take enquiries from patients, patient representatives, care homes or health care professionals. Helpdesk Agents will also deal with transport complaints and take bookings for transport when required.
Main duties of the job
Key Responsibilities/Accountabilities
Essential Criteria
About us
Benefits
Why G4S?
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.
At G4S, we understand that our people are our greatest asset and an essential part of our long-term business strategy. As such we are committed to the ongoing professional development and wellbeing of our staff, offering extensive training and progression opportunities and investing in the physical and mental health of our workforce.
Date posted
08 February 2024
Pay scheme
Other
Salary
£21,731.95 a year
Contract
Permanent
Working pattern
Full-time
Reference number
E0218-24-0072
Job locations
Unit 87 Waterhouse Business Park
2 Cromar Way
Chelmsford
Essex
CM1 2QE
Job descriptionJob description
Job responsibilities
Job responsibilities
Person SpecificationPerson Specification
Qualifications
Essential
Desirable
Qualifications
Essential
Desirable
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.
Employer details
Employer name
G4S
Address
Unit 87 Waterhouse Business Park
2 Cromar Way
Chelmsford
Essex
CM1 2QE
Employer's website
Employer details
Employer name
G4S
Address
Unit 87 Waterhouse Business Park
2 Cromar Way
Chelmsford
Essex
CM1 2QE
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.