Job Description

The Assessment Help Desk Operator plays a key role in supporting the Trust's Patient Transport Service. The postholder will work directly with patients, carers, staff and transport providers, ensuring safe, professional and efficient transport arrangements to and from the hospital.



A core responsibility of this role is to assess patient eligibility for transport in line with NHS and Trust guidance, using structured criteria to make fair, consistent, and transparent decisions. Strong communication skills, customer service, and accuracy are essential to help patients understand the outcome of their assessment and to guide them towards alternative travel options where appropriate.

Primary objectives:

Deliver first-class customer service and effective communication.

Accurately assess transport eligibility and process bookings in line with agreed criteria.

Provide clear and empathetic advice to patients on decisions and alternative options.

Ensure accurate data entry, records, and reporting.

Support the Trust in delivering quality, sustainable and patient-focused care.

The Assessment Help Desk Operator will be responsible for:

Working directly with patients and customers to resolve queries, using excellent communication skills to ensure customer satisfaction.

Facilitating the daily operations of the Patient Transport Service.

Liaising with patients, staff, and transport providers to ensure patients are transported safely and professionally to and from the hospital.

Receiving and processing all transport bookings in line with established eligibility criteria.



The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.



We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.



King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.



Customer Service



Provide a consistently high standard of service to all customers, identifying their needs and assisting them to access services provided by the Trust and its partners.

Answer enquiries pleasantly, efficiently and effectively (face-to-face, by telephone, or electronically) in line with departmental standards.

Resolve problems and queries promptly, ensuring effective management and timely responses.

Handle a high volume of enquiries, prioritising workload appropriately and using initiative when required.

Contribute to continuous improvement within the team, identifying and recommending enhancements to existing processes (e.g. patient assessments) to increase effectiveness and customer satisfaction.



Data and Systems Management



Operate key departmental systems and ensure accurate data entry across all platforms (e.g. Cleric, EPIC).

Maintain accurate records for all tasks undertaken.

Monitor and track the progress of queries to ensure completion within agreed timeframes.

Prepare activity and performance reports, highlighting areas for improvement.



Patient Transport Services



Process all transport bookings in accordance with Trust procedures and eligibility criteria.

Conduct telephone interviews with patients to establish transport needs and make eligibility decisions using agreed criteria.

Advise patients on outcomes and available alternatives where appropriate.

Carry out outpatient cancellation checks on EPIC and inform transport providers of cancellations.

Validate double-crew and bariatric journeys on Cleric for outpatient appointments.

Manage Extra Contractual Referral (ECR) journeys, booking with the relevant transport service according to patient condition, distance, and medical requirements.



Applications and Service Desk Support

Find a Patient:

Use Cleric and EPIC to locate patients following established processes.

Patient Reminder / Cancellation Service:

Contact patients by telephone to confirm or cancel appointments.

Managed Service Partners:

Answer all calls within SLA and direct as appropriate.

Act as a central information point for Facilities.

Provide first-line resolution of incidents, allocate unresolved incidents to relevant groups, and manage Priority 1 incidents.

Own, track, escalate, and ensure resolution of all incidents within scope and within SLA.

Log all service desk interactions and follow up to ensure satisfactory closure.

Provide accurate and timely information to Trust users, obtaining closure sign-off where required.

Actively research questions using available information resources and provide accurate responses.



Administration and Team Support



Deal with internal and external enquiries from patients, staff, and other stakeholders, in person or by telephone.

Maintain a professional and well-organised office environment.

Support colleagues in the Customer Services Team, ensuring efficient operations and a strong focus on helping Trust staff deliver patient care.

Participate in covering shifts, including short-notice overtime and Public Holidays, as required.

Adhere to all departmental standards, Trust policies, and processes.