NEPTS Call Handler inNorth Hykeham inNorth Hykeham PUBLISHED FRI 29 NOV 2024

Band 2 PERMANENT
NHS

East Midlands Ambulance Service NHS Trust rwNG43ok

Opportunity to make a positive impact on patients' lives by facilitating their transport to and from medical appointments.

Developing strong communication and customer service skills through regular interaction with patients and healthcare professionals.

Working in a supportive team environment within the East Midlands Ambulance Service NHS Trust.

Engaging in varied tasks that include eligibility assessment, journey bookings, and liaising with operational crews, making the job dynamic and interesting.

Contributing to patient safety and well-being, as the role focuses on compliance with important healthcare policies and procedures.

Gaining experience in a healthcare setting, which can open doors for future career opportunities within the NHS or other health-related fields.

The "NEPTS Call Handler" position at East Midlands Ambulance Service NHS Trust in North Hykeham involves serving as a primary point of contact for patients and Health Care Professionals (HCPs) seeking Non-Emergency Patient Transport Services. The role includes screening patient eligibility, managing journey bookings and cancellations, providing information to service users, and coordinating with operational crews and HCPs to ensure smooth transport arrangements.

Call handlers must maintain high customer service standards, handle calls efficiently and confidentially, and adhere to Trust policies related to patient safety, risk management, and safeguarding. They will also document relevant patient information and escalate any eligibility issues or safeguarding concerns as necessary, ensuring compliance with all operational protocols.

EMAS currently provide Non-Emergency Patient Transport Services to patients in Derbyshire and Northamptonshire and Greater Lincolnshire.

To provide a seamless point of contact for patients and Health Care Professionals via a single point of contact call center. The call handler role facilitates eligibility criteria screening, supports with enquirers, journey bookings and cancellations within service delivery specifications.

The role holder will take calls from members of the public and Health Care Professionals which will include assessment of patients' eligibility to access the service using set specifications to make journey bookings. The call handler will also provide information to service users to manage journey bookings.

About us
Main responsibilities:

1. To receive calls from patients, carers, relatives and Health Care Professionals (HCPs) requesting ambulance transport and enquiries.

2. Answering calls professionally and politely and in a timely manner.

3. Complete the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, sign post the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible escalate as per policy

5. Inputting/Registration of eligible transport bookings onto the Cleric CAD computer system.

6. Calling patients ahead of appointments to check and confirm travel arrangements.

8. Liaise with Operational Crews regarding patient journeys and any required updates and input all data into Cleric.

9. Liaise with Health Care Professionals as and when required regarding patient journeys.

10. Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.

11. Provide a high level of customer service at all times to all internal and external customers.

12. Maintain patient confidentiality at all times

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

14. Report near miss/incidents immediately via the Trust Incident Reporting Procedure.

15. Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.

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More about the NHS

The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...

Useful skills for a NEPTS Call Handler: Click to view

To work as a Non-Emergency Patient Transport Service (NEPTS) Call Handler in the UK, you will need a variety of skills and attributes to effectively handle calls and assist patients. Here are some key skills typically required for this role:

1. Communication Skills: Excellent verbal communication abilities are essential for interacting with patients, healthcare professionals, and colleagues clearly and empathetically.

2. Listening Skills: Being able to listen attentively to patients and understand their needs is crucial for effective service.

3. Customer Service Skills: A strong focus on customer service is vital, as you will be dealing with individuals who may be distressed or in need of assistance.

4. Attention to Detail: Accuracy is important when taking patient information, scheduling transport, and ensuring that all details are correct for safe transport.

5. Problem-Solving Skills: The ability to think quickly and provide solutions is important, especially when dealing with last-minute changes or issues that may arise.

6. Organizational Skills: Good organizational skills are needed to manage multiple calls and appointments in a timely manner.

7. IT Skills: Proficiency in using computer systems and software for logging calls, entering data, and retrieving patient information is essential.

8. Empathy and Compassion: Showing understanding and compassion towards patients is key, as many may be experiencing health issues or stress.

9. Ability to Work Under Pressure: The role can be fast-paced, so being able to stay calm and efficient under pressure is important.

10. Teamwork: Collaborating effectively with other members of the healthcare team is necessary for ensuring patients receive the best care.

11. Knowledge of Healthcare Systems: Familiarity with how the healthcare system works and understanding of NEPTS protocols can be beneficial.

12. Flexibility and Adaptability: The ability to adapt to changing situations and demands is important in a healthcare environment.

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