NEPTS Call Handler

Job overview

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

To provide a seamless point of contact for patients and  Health Care Professionals via a single point of contact call center.  The call handler role  facilitates 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.

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.

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   criteria. 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.