Detailed job description and main responsibilities

Planning and Service delivery
•    Co-ordinate and over-see the booking of non-emergency patient transport for patients to and from The Christie
•    Be able to work multi computer systems for example – NWAS, WMAS (PTS Providers), taxi docket database, google maps, and the Trust Medway PAS system.
•    Plan and schedule volunteer driver's workloads.
•    Maintain an electronic database of volunteer drivers' work and taxi bookings
•    Use own judgment to liaise with clinical staff regarding patient queries and the delivery of drugs, clinic bags and medical equipment in line with standard operating procedures (SOPs) etc.
•    Understand and apply medical terminology, hence ensuring the correct vehicle is allocated to deliver the patient to their destination.
•    Constantly review planned journeys to optimise routes.
•    Demonstrate good geographical knowledge for best cost efficiency.
•    Ensure all non-patient transport is accurately recorded in the transport database.
•    Prioritise and manage own workload to meet patients' needs.
•    Work independently at times.
•    To work to tight deadlines, reorganising schedules in own workload in order to achieve these deadlines.
•    Be the first point of contact for administration decisions on patient transport bookings.
•    Conduct and participate in regular surveys.
•    Provide assistance to other members of staff when problems or delays occur in transportation arrangements for patients, seeking guidance from the Support Manager where appropriate.
•    Assist in the co-ordination and facilitation of inpatient discharges and inter-hospital transfers, seeking support managers advice where appropriate.
•    Cooperate with colleagues to achieve the most effective operation for daily workloads.
•    To be responsible for the weekly rotas for the team
•    Prepare a daily report of departmental activity including any breaches to service level agreements.
Financial Management & Business Planning
•    Provide volunteer drivers with invoices for each part of their journey.
•    Validation of taxi Invoice in preparation for payment
•    To be responsible for procurement processes, including requisition / ordering / receipting against relevant departmental budgets
Human Resources Management
•    Follow all relevant policy and legislation in relation to non-emergency patient transport including standing operating procedures relating to the service.
•    Oversee and supervise the work of other colleagues in the department and report/escalate any concerns to the support manager.
•    Assist the support manager in HR administration, i.e. return to work interviews, PDR, and recruitment.
Communication Skills
•    Develop positive and working relationships with managerial, non-clinical and clinical staff across the Trust.
•    To work as part of a team, to communicate effectively on a daily basis with all calibre of staff, and the general public.
•    Provide advice and guidance to patients in relation to their transport bookings whether it be face-to-face, telephone queries or via email.
•    Show compassion and understanding when exposed to destressing / emotional and unpleasant circumstances, taking personal action to resolve patient issues / concerns in the first instance and where appropriate escalating to the Support Manager.
•    Communicate sensitive information in a diplomatic manner with departments both internally and externally.
•    Where relevant to assist the support or senior management in the collation of information relating to investigations, complaints, datix incidents relevant to area of work.
Patient Care
•    Assisting with supporting patients health needs:
•    Assisting patients to and from the bathroom
•    Manual handling and moving, this may involve patient transfers.
•    Oversee general wellbeing of patients' basic needs, i.e. offer refreshments, take.
•    basic observations and escalate where appropriate (training to be provided)
Working Conditions
•    Be available to plan and organise work flexibly on a shift pattern between the hours of 8am and 9pm (this may include a Saturday morning shift on a rota basis)
Teaching/Training
•    Attends all relevant mandatory training courses.
•    Maintains own personal development.
•    Train new members of staff in the day-to-day processes of the hospital transport service