Job summary
The Assessment Help Desk Operator plays a key role in supporting the Trust's Patient Transport Service. The postholder will work directly with patients, carers, staff and transport providers, ensuring safe, professional and efficient transport arrangements to and from the hospital.
A core responsibility of this role is to assess patient eligibility for transport in line with NHS and Trust guidance, using structured criteria to make fair, consistent, and transparent decisions. Strong communication skills, customer service, and accuracy are essential to help patients understand the outcome of their assessment and to guide them towards alternative travel options where appropriate.
Main duties of the job
Primary objectives:
- Deliver first-class customer service and effective communication.
- Accurately assess transport eligibility and process bookings in line with agreed criteria.
- Provide clear and empathetic advice to patients on decisions and alternative options.
- Ensure accurate data entry, records, and reporting.
- Support the Trust in delivering quality, sustainable and patient-focused care.
The Assessment Help Desk Operator will be responsible for:
- Working directly with patients and customers to resolve queries, using excellent communication skills to ensure customer satisfaction.
- Facilitating the daily operations of the Patient Transport Service.
- Liaising with patients, staff, and transport providers to ensure patients are transported safely and professionally to and from the hospital.
- Receiving and processing all transport bookings in line with established eligibility criteria.
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
Customer Service
- Provide a consistently high standard of service to all customers, identifying their needs and assisting them to access services provided by the Trust and its partners.
- Answer enquiries pleasantly, efficiently and effectively (face-to-face, by telephone, or electronically) in line with departmental standards.
- Resolve problems and queries promptly, ensuring effective management and timely responses.
- Handle a high volume of enquiries, prioritising workload appropriately and using initiative when required.
- Contribute to continuous improvement within the team, identifying and recommending enhancements to existing processes (e.g. patient assessments) to increase effectiveness and customer satisfaction.
Data and Systems Management
- Operate key departmental systems and ensure accurate data entry across all platforms (e.g. Cleric, EPIC).
- Maintain accurate records for all tasks undertaken.
- Monitor and track the progress of queries to ensure completion within agreed timeframes.
- Prepare activity and performance reports, highlighting areas for improvement.
Patient Transport Services
- Process all transport bookings in accordance with Trust procedures and eligibility criteria.
- Conduct telephone interviews with patients to establish transport needs and make eligibility decisions using agreed criteria.
- Advise patients on outcomes and available alternatives where appropriate.
- Carry out outpatient cancellation checks on EPIC and inform transport providers of cancellations.
- Validate double-crew and bariatric journeys on Cleric for outpatient appointments.
- Manage Extra Contractual Referral (ECR) journeys, booking with the relevant transport service according to patient condition, distance, and medical requirements.
Applications and Service Desk Support
- Find a Patient: Use Cleric and EPIC to locate patients following established processes.
- Patient Reminder / Cancellation Service: Contact patients by telephone to confirm or cancel appointments.
- Managed Service Partners: Answer all calls within SLA and direct as appropriate.
- Act as a central information point for Facilities.
- Provide first-line resolution of incidents, allocate unresolved incidents to relevant groups, and manage Priority 1 incidents.
- Own, track, escalate, and ensure resolution of all incidents within scope and within SLA.
- Log all service desk interactions and follow up to ensure satisfactory closure.
- Provide accurate and timely information to Trust users, obtaining closure sign-off where required.
- Actively research questions using available information resources and provide accurate responses.
Administration and Team Support
- Deal with internal and external enquiries from patients, staff, and other stakeholders, in person or by telephone.
- Maintain a professional and well-organised office environment.
- Support colleagues in the Customer Services Team, ensuring efficient operations and a strong focus on helping Trust staff deliver patient care.
- Participate in covering shifts, including short-notice overtime and Public Holidays, as required.
- Adhere to all departmental standards, Trust policies, and processes.
Job description
Job responsibilities
Customer Service
- Provide a consistently high standard of service to all customers, identifying their needs and assisting them to access services provided by the Trust and its partners.
- Answer enquiries pleasantly, efficiently and effectively (face-to-face, by telephone, or electronically) in line with departmental standards.
- Resolve problems and queries promptly, ensuring effective management and timely responses.
- Handle a high volume of enquiries, prioritising workload appropriately and using initiative when required.
- Contribute to continuous improvement within the team, identifying and recommending enhancements to existing processes (e.g. patient assessments) to increase effectiveness and customer satisfaction.
Data and Systems Management
- Operate key departmental systems and ensure accurate data entry across all platforms (e.g. Cleric, EPIC).
- Maintain accurate records for all tasks undertaken.
- Monitor and track the progress of queries to ensure completion within agreed timeframes.
- Prepare activity and performance reports, highlighting areas for improvement.
Patient Transport Services
- Process all transport bookings in accordance with Trust procedures and eligibility criteria.
- Conduct telephone interviews with patients to establish transport needs and make eligibility decisions using agreed criteria.
- Advise patients on outcomes and available alternatives where appropriate.
- Carry out outpatient cancellation checks on EPIC and inform transport providers of cancellations.
- Validate double-crew and bariatric journeys on Cleric for outpatient appointments.
- Manage Extra Contractual Referral (ECR) journeys, booking with the relevant transport service according to patient condition, distance, and medical requirements.
Applications and Service Desk Support
- Find a Patient: Use Cleric and EPIC to locate patients following established processes.
- Patient Reminder / Cancellation Service: Contact patients by telephone to confirm or cancel appointments.
- Managed Service Partners: Answer all calls within SLA and direct as appropriate.
- Act as a central information point for Facilities.
- Provide first-line resolution of incidents, allocate unresolved incidents to relevant groups, and manage Priority 1 incidents.
- Own, track, escalate, and ensure resolution of all incidents within scope and within SLA.
- Log all service desk interactions and follow up to ensure satisfactory closure.
- Provide accurate and timely information to Trust users, obtaining closure sign-off where required.
- Actively research questions using available information resources and provide accurate responses.
Administration and Team Support
- Deal with internal and external enquiries from patients, staff, and other stakeholders, in person or by telephone.
- Maintain a professional and well-organised office environment.
- Support colleagues in the Customer Services Team, ensuring efficient operations and a strong focus on helping Trust staff deliver patient care.
- Participate in covering shifts, including short-notice overtime and Public Holidays, as required.
- Adhere to all departmental standards, Trust policies, and processes.
Person Specification
Essential
Essential
- GCSEs (or equivalent) including English and Maths.
- Ability to use electronic systems such as EPIC, Cleric, or similar patient/transport management systems. Previous experience of working in a healthcare, transport, or service-desk setting
- Experience of working in a customer service or helpdesk environment. Excellent verbal and written communication skills.
- Professional, courteous, and approachable manner. Team player, with the ability to build positive relationships with colleagues, patients, and external partners.
- Strong IT skills, including proficiency in Microsoft Excel and other MS Office applications. IT qualifications (e.g. ECDL) or equivalent experience.
Desirable
- Previous experience of working in a healthcare, transport, or service-desk setting.
- Data entry and database management experience
- Experience of handling a high volume of enquiries and resolving queries effectively.
- Strong attention to detail and accuracy.
- Awareness of the importance of patient care and customer satisfaction in a healthcare environment
Person Specification
Essential
Essential
- GCSEs (or equivalent) including English and Maths.
- Ability to use electronic systems such as EPIC, Cleric, or similar patient/transport management systems. Previous experience of working in a healthcare, transport, or service-desk setting
- Experience of working in a customer service or helpdesk environment. Excellent verbal and written communication skills.
- Professional, courteous, and approachable manner. Team player, with the ability to build positive relationships with colleagues, patients, and external partners.
- Strong IT skills, including proficiency in Microsoft Excel and other MS Office applications. IT qualifications (e.g. ECDL) or equivalent experience.
Desirable
- Previous experience of working in a healthcare, transport, or service-desk setting.
- Data entry and database management experience
- Experience of handling a high volume of enquiries and resolving queries effectively.
- Strong attention to detail and accuracy.
- Awareness of the importance of patient care and customer satisfaction in a healthcare environment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
