Job Description

Contact Centre Advisors and Controllers required in Leeds - Permanent/4 on 4 off



The Call Centre provides Call and Control support for multiple contact centres and contracts within the business covering primarily Secure Mental Health transport, but also providing support for the non-emergency patient transport and medical courier services.



In your role as a Contact Centre Advisor and Controller, you will provide a friendly, efficient, and healthcare professional focused specialist booking service for Mental Health patients and services.



This is a full time, permanent position working a 4 on, 4 off rota. Shifts will be 12 hours with a mixture of day and night shifts.

Please only apply if you are able to work this shift pattern.

Role Responsibilities

Responsible for tasking appropriate resources to meet patient and contractual obligations in addition to established performance targets. Take control and handover from dispatch at contract defined times and manage the efficient dispatch of all contracts. Take bookings from patients, hospitals, and GPs as appropriate. Use the phonetic alphabet to confirm details and ensure correct and accurate capture of data. Ensure appropriate liaison with other agencies such as GPs, Nursing Homes. Ensure risk management is applied to all journeys to ensure the safety of the crew and patients, especially on specialist transfers that require specifically qualified crew and vehicles. Provide information on prices for ad-hoc journeys to clinics, GPs surgeries, out of area journeys, and private individuals, ensuring confirmation is gained from the bill payer prior to confirmation of the booking. Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required. Carry out general administrative duties as directed. Display a high level of Customer Care when dealing with hospitals, patients, and relatives. Ensure compliance with patient care and safety protocols and guidelines. Ensure incidents and near misses are reported promptly in accordance with the business's risk management procedures. Manage all email inboxes and general enquiries.

What benefits can you expect?

28,523.04 per annum

Life Assurance - providing colleagues and their family financial peace of mind and protection to the value of 5,000. 24/7 online/telephone GP Consultation and access to prescriptions. 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway. Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody. Access to mental health consultations. Access to physiotherapy consultations. Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury. Financial guidance re retirement planning, tax savings and state benefits. Long Service Recognition Scheme - recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave. Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event. Refer a Friend recruitment incentive scheme with financial rewards.*
The EMED foundation, to provide support to colleagues and our local communities. Paid holiday entitlement. Pension Scheme. Blue Light Card. Uniform provided. EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements. Flu vaccination (through an internal campaign in Autumn/Winter)*

Our Values

C

ollaborative - we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

A

gile - We listen, learn and adapt to improve the business, each other, and ourselves.

R

eliable - We do what we say we will do, we take responsibility and we behave with integrity.

E

mpowered - We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.



EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.



Please note that this role will be subject to several regulatory pre-employment checks, and you will be asked to provide details of your full employment history should you be invited to an interview. Your HMRC record, available to download from the Government Gateway may help you in preparing this information when required.