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Job description

An exciting opportunity has arisen for enthusiastic, customer focused individuals to join our team of Non-Emergency Patient Transport Service Call Handlers.

We're looking for people who want to either:

• Work entirely from home,
• Work a flexible model between home and office,
• Work entirely from our office at our Wakefield HQ.

Do you love talking on the phone? Could you communicate with a wide range of people, from patients to Healthcare Representatives, adapting your approach to give the best possible customer service? Are you able to pick out the important bits of information from a conversation and record it accurately?

If this sounds like you, we would love to receive your application.

We are happy to support home working if that suits your lifestyle - we just ask that you are able to maintain confidentiality by having a private area that you can work from, a reliable internet connection and for your own comfort, we would ask that you have a desk and office chair where you can set up your home-working kit. Although you will need to come into our Wakefield HQ on your first day to pick up your kit and meet our friendly team, we envisage that you will then only ever need to attend our Wakefield HQ on the odd occasion where there may be a requirement to take part in face-to-face statutory training or where you are experiencing technical issues at home.

What do our Non-Emergency Call Handlers say about their role?

My job gives me the opportunity to have a positive impact on people’s lives and make a difference every day, I go home, and I know I made a real difference, Every day is different, challenging, and exciting but knowing that support from our Senior Call Handlers and Team Leaders is always on hand enables us to provide all the help and support we can to look after our patient's needs. On a day-to-day basis there is a sense that we all are working towards the same goal and teamwork makes this an achievable vision. I proudly see us making strides towards it every day.
Patients are at the heart of everything I do, and I'm so proud and lucky to say I'm part of PTS reservations.

I enjoy using my skills to adapt my style of communication to the individual needs of the caller. Sometimes I need to slow down, repeat myself, give a clearer explanation of the eligibility questions we are asking and read between the lines to analyse the information the patient is giving me - but I find it rewarding to be able to arrange transport to and from the hospital for people who need the help most.

The Yorkshire Ambulance Service NHS Trust is committed to Equality and Diversity, with a range of occupational health and support services available to all staff. The Trust operates a formal program of ongoing staff development, with training opportunities and offers good opportunities for career progression. You will be able to join the NHS Pension and will be able to access other NHS money saving benefits for example, access to discounts in over 200 stores, days outs and restaurants by signing up to a Blue Light card.

Our values: Compassion, One Team, Integrity, Innovation, EmpowermentandResilienceare at the heart of all we do.

If you love to talk, are passionate about providing excellent customer service and are confident using IT - we would love to hear from you.

You will talk to patients, their carers and Healthcare Representatives, booking journeys to and from healthcare appointments, and helping hospitals discharge patient's when they are fit enough to leave a hospital setting.

In order to protect this valuable service for those patients whose medical needs mean they cannot access alternative forms of transport for their healthcare appointments, you must be able to follow a set of eligibility questions, listening carefully to the answers provided by your callers whilst recording accurate information onto our booking system. Some patients are not eligible for NHS funded transport and you will need to be confident enough to explain why and still provide excellent customer service to those callers by suggesting suitable alternatives.

Most importantly, you will need to be polite, professional and eager to make the caller’s experience a pleasant one.

Please see the attached job description for further information.

When applying, remember to fill out the application in full and check for errors with spelling and grammar. Have someone else check through it if you need to. Also, list your previous employment in date order, starting with the most recent so that we can see the skills you’re currently using.

For your application to be shortlisted you need to use the supporting evidence section to showcase why you are right for the job which should include information such as:

• Telling us what makes you compassionate and tell us about any experience you have in showing empathy.
• Describing your track record of providing excellent customer service in a fast-paced environment.
• Describing your ability to work under pressure.
• Your supporting statement should be at least two paragraphs long (around 500 words), but don’t paste your CV in this section – we’re not able to shortlist if you do.