Job Description

We have a fantastic opportunity for a bank (0 hour) Controller/Planner to join our High Dependency Unit (HDU) team based in Stoke-on-Trent.



We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.



The Controller is responsible for planning and controlling the daily movement of patient journeys (adults & children) to and from outpatient clinics, day care centres and routine hospital admissions on timed appointments.





The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, as well as collaborating with hospital staff and departments to optimise vehicle and staff utilisation.



The rate of pay for this role is 11.69 per hour plus 12.07% uplift for each hour worked in lieu of holiday pay.

Main Duties

Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable. The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets. To receive in an accurate, effective and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders. Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary. Maintaining and enhancing the performance and quality of service offered to patients and customers. Deal promptly, professionally and efficiently with all telephone calls received taking appropriate action on own initiative where required. Liaison with other agencies such as GPs, Nursing Homes, Hospital Clinics and Wards. Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events.

Successful candidates will have

Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public. The ability to work on your own initiative and problem solve. Good organisational skills.




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.

Our Values

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



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



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



Empowered - 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.