Call Taker

New opportunity not to be missed! Arriva Transport Solutions Ltd (ATSL) are recruiting for a Call Taker to join the team based in Bristol on a casual basis. The successful Call Taker will receive a salary of £7.50 per hour, and will cover periods of service high demand and sickness and annual leave absence.

Arriva Transport Solutions Ltd (ATSL) is a specialist transport business within the Arriva group offering high quality non-emergency patient transport across the health sector.

Working at Arriva Transport Solutions is more than a job - you are part of a healthcare system that ensures patients receive the care and support they need.  The Call Taker position is a rewarding role within the patient transport service where no two days are the same.

The Call Taker Role:

- To provide the health community with a centralised ambulance call centre operation that receives requests for transport from patients and medical professionals. 

- Operatives will adhere to eligibility criteria and take booking details for routine non-emergency ambulance transport whilst aspiring to meet Arriva Transport Solutions proactive approach to patient care and delivering excellent customer service.

Key tasks as our Call Taker include:

- To act as a call operator receiving calls requesting ambulance transport. Calls can be from patients, relatives, GPs, nurses, hospitals, nursing home, social services, community clinics, PCTs, voluntary services and other transport providers. Calls will be answered promptly as per the quality standards.

- Receive all calls for transport requests and ensure bookings are only accepted if the eligibility criteria are met.

- Guide the caller through the patient eligibility criteria and advise if they meet the criteria. Ensure bookings are only accepted if the criteria are met. If not eligible, signpost the caller to alternative modes of transport or NHS travel cost schemes.

- Input eligible transport bookings onto the computerised system.

- Identify patients’ needs by prompting and ensuring that correct mobility, address and appointment location details are inputted to the system.

- Handling patient appointment cancellations, amendments and booking ready for discharge.

- Explain services available and any payment and billing procedures.

- Work closely with other departments on transport scheduling and services offered to ensure smooth patient flow and cut down on waiting times.

- Treat all callers with the utmost respect and consideration in all situations. It is essential to build and maintain a good rapport with patients and medical staff.

- Communicate patient problems to the appropriate department.

- Relay relevant information to hospitals to ensure easy, timely, and safe transportation.

- Control and take charge of all calls by managing patients, relatives and medical professionals in a calm professional manner, whilst treating the caller with respect and dignity at all times.

- Call takers will be occasionally required to deal with anxious patients and aggressive behaviour. It is essential that a high level of customer service is maintained and that call takers deal with problems in an empathetic manner whilst doing their best to provide a solution for the patient

- Ability to relate to patients through familiarity with medical terminology and triage procedure.

- Provide advice and assistance to both patients and the public via the Advice and Liaison Service (PALS).

- Make effective usage of the phonetic alphabet to ensure a degree of accuracy

Our ideal Call Taker:

- Have ability to both receive and input information with a high degree of accuracy.

- To be able to meet tight timescales

- To be able to demonstrate a professional approach

- Self motivated

- Negotiating skills

- Good communications skills and excellent telephone manner

- Good computer skills

- Good organization skills

Our people are at the heart of our organisation. Their expertise and dedication allow us to provide the highest levels of care for our patients. Because we know how important the work that you do is, we also know how important it is to look after you, making sure you are happy, healthy and have all the necessary training, support and resources to carry out your role to the very best of your ability.

Don’t miss out on this fantastic opportunity, click “Apply” now to become our Call Taker!