Controller / Planner

We have a fantastic opportunity for a dedicated Day Controller & Planner to join our Renal & SEND team based in Redhill in a new and developing role.

The Renal & SEND team is a new unit, formed of ambulance care assistants transporting patients for routine, and pre-planned dialysis treatments paired alongside children and young adults travelling to Special Education Needs & Disabilities Education Centres to receive their schooling and healthcare needs.

The operational team is formed of approximately 50 ambulance & transport staff.

The administration and management team is formed of approximately 6-8 staff.

This new role will join the management and administration colleagues at a new purpose built Co-Ordination Centre in Redhill.

The Day Controller & Planner is responsible for controlling the daily movement of patient journeys (adults & children) to and from outpatient clinics, day care centres, routine hospital admissions and education facilities 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.

This includes two keys tasks:

Day Controller includes receiving phone calls from transport vehicles crews reporting changes in pre-planned activity, ensuring correct information is recorded, organising additional resources are dispatched promptly and effectively, providing detailed updates on operational demand to the management teams and answering enquiries from crews relating to their operational activity.

Planner: includes allocating work for transport resources in advance, publishing allocation charts, ensuring management teams are aware of shortfalls in the rota and resources promptly, adjusting these plans at short notice to cover absences and changes in patients condition or assistance needs.

You will work closely alongside two Co-Ordinators in answering phonecalls from clinical locations to provide ETAs for vehicles and informing both clinics and patients / service users of any delays to their pre-planned travel arrangements.

The role includes resourcing and planning a variety of transport methods including Ambulances, Wheelchair Accessible Vehicles, Community Mobility Transport Providers, Third party contracted service providers, Volunteer Car Drivers, and Taxis

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

This is a full time role, Monday – Friday, the role will include 5 x 8 hour shifts weekly, with shifts scheduled between 06:00-20:00.

The role is based at a rural location which is not easily accessible by public transport. It is advised you have access to a vehicle to access this location.

Some of the benefits can you expect.

• £13.20 per hour
  


• 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 of 28days inclusive of bank holidays


• 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).

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 & service users 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 GP’s, Nursing Homes, Hospital Clinics, Wards, Educational Facilities and Children’s Parents.


• 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:

• Passion for patient care and SEND care by delivering a highly effective service


• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation


• Strong problem-solving skills


• Meticulous attention to detail


• Excellent organisational skills with proven ability to multi-task and prioritise as required


• Ability to stay calm under pressure and use initiative


• Experience of working in a highly regulated, complex business, with an understanding of healthcare logistics (desirable)


• Previous use of a Control & Dispatch system (Cleric or similar) (desirable)


• Awareness of either/ both Renal Dialysis care systems and environments (desirable)


• Awareness of SEND educational system (desirable)

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 circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care 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 services for our patients, service users, clients, and community and is supported by employees with an increasing variety of backgrounds. To do this effectively it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users and clients with dignity and respect.

EMED Group is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued and able to give their best.

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