Job Purpose
The Patient Transport Control Room Manager will be responsible for the effective day-to-day management, performance and development of the NEPTS Control Team, acting as a key point of contact for patients, Trust service users, carers, healthcare professionals, operational teams and other stakeholders.
The post holder will play a key role in ensuring that patient transport services are delivered safely, efficiently and in accordance with contractual, operational and patient-care requirements.
The post holder will oversee the Control Room's operational performance, ensuring that patient transport bookings, communications, vehicle allocation, journey coordination, service disruptions and escalations are managed effectively.
The role will require strong leadership, communication, analytical and decision-making skills, with a particular focus on ensuring that all staff consistently demonstrate the organisation's Safety, Comfort and Care values.
The Patient Transport Control Room Manager will also be responsible for analysing operational information, identifying trends and areas for improvement, and providing accurate and timely information to the Senior Management Team to support effective decision-making and service development.
Key Responsibilities1. Control Room Operations
1. Control Room Operations
- Manage the day-to-day operation of the NEPTS Control Room, ensuring safe, efficient and resilient service delivery.
- Monitor live operations, including delays, disruptions, vehicle availability and staffing, escalating significant risks or service failures appropriately.
- Ensure effective communication with crews, patients, hospitals, healthcare professionals, transport providers and other stakeholders.
- Ensure bookings and journeys comply with contractual requirements and patient eligibility criteria, with appropriate prioritisation based on patient needs.
- Coordinate transport resources to maximise efficiency and vehicle utilisation.
- Provide short-notice operational cover where required and maintain appropriate contingency arrangements for major incidents, system failures and service disruption.
2. Leadership, Management and Workforce Planning
- Provide effective leadership and day-to-day management of the NEPTS Control Team, promoting the organisation's Safety, Comfort and Care values.
- Oversee staff performance, welfare, sickness, annual leave, conduct, mandatory training, development and appraisals.
- Support recruitment, induction, onboarding, supervision, 1-to-1s and career development.
- Manage performance concerns, grievances, disciplinary matters and other employee relations issues in accordance with company policies.
- Oversee workforce planning and Control Room rosters, ensuring appropriate 24/7 coverage and contingency arrangements.
- Ensure staff views and concerns are heard and communicated effectively within the management structure.
3. Patient Experience and Customer Service
- Ensure a professional, compassionate and patient-focused service is provided to patients, carers, healthcare professionals and service users.
- Ensure enquiries are handled promptly and resolved wherever possible at first contact.
- Maintain effective communication regarding transport arrangements, delays, cancellations and changes to journeys.
- Support the management and investigation of complaints, using appropriate mediation and negotiation to achieve satisfactory resolutions.
- Identify themes from complaints and feedback to support service improvement while maintaining confidentiality, dignity, privacy, comfort and safety.
4. Contractual Compliance and Patient Eligibility
- Ensure PTS communications and booking processes comply with NEPTS eligibility and contractual requirements.
- Monitor compliance, identify risks or areas of non-compliance and work with Operational, Clinical and Contract Management teams to resolve issues.
- Maintain appropriate records and support internal/external audits and contractual reviews.
5. Data, Reporting and Operational Performance
- Analyse operational data to identify trends, performance issues and improvement opportunities.
- Produce accurate daily, monthly and quarterly dashboards and reports for Senior Management.
- Monitor Control Room and NEPTS KPIs, transport demand, peaks, cancellations, delays and vehicle utilisation.
- Identify and rectify data inaccuracies and provide timely responses to management information requests.
- Use operational intelligence to support workforce planning, resource allocation, efficiency and patient experience improvements.
6. Systems, Technology and Training
- Act as a super user for relevant transport booking and operational systems, including Cleric where applicable.
- Support system upgrades, user acceptance testing, implementation of new technology and resolution of system issues.
- Ensure staff are trained and competent in telephony, booking, rostering, transport management systems and new technologies.
- Identify training needs, support competency assessments and develop and implement training plans.
7. Communication and Stakeholder Management
- Maintain effective communication between the Control Room, operational teams, patients, healthcare professionals, Trust representatives and other stakeholders.
- Work collaboratively with Operations, Finance, Compliance, Clinical Governance, HR, Training, Fleet and IT.
- Communicate information clearly, accurately and promptly, including sensitive or confidential matters.
- Develop effective relationships with internal and external stakeholders to support high-quality patient transport delivery.
8. Complaints, Incidents and Investigations
- Support and undertake investigations into complaints, incidents and operational concerns.
- Identify and escalate safeguarding, clinical, operational and patient-safety risks.
- Maintain accurate investigation records and ensure learning, corrective actions and improvements are communicated and implemented.
9. Major Incident, Governance and Business Continuity
- Support the operational response to major incidents and significant service disruption.
- Provide accurate information to responding teams and Senior Management and coordinate Control Room resources during periods of increased demand.
- Ensure business continuity and escalation procedures are followed.
- Ensure Control Room activities comply with company policies, procedures, contractual requirements and applicable legislation.
- Maintain appropriate information governance, confidentiality, risk management and audit standards.
10. Service Improvement and Patient-Centred Care
- Identify opportunities to improve the efficiency, quality and resilience of the NEPTS Control Room.
- Use operational data, patient feedback, complaints, incidents and staff feedback to drive continuous improvement.
- Support the development of new processes and models of working to reduce delays and improve communication and patient experience.
- Ensure Safety, Comfort and Care remain central to operational decision-making, promoting dignity, respect, compassion, professionalism, accountability and equality for all patients and staff.
Essential Criteria:
The successful candidate will be expected to demonstrate:
- Significant experience in an operational, control room, transport, healthcare or customer-service management environment.
- Experience using Cleric Systsmes
- Experience of managing and leading a diverse team.
- Experience of managing staff performance, absence, welfare and development.
- Strong organisational and time-management skills.
- Excellent verbal and written communication skills.
- Ability to work effectively under pressure and make sound operational decisions.
- Ability to manage competing priorities in a fast-paced environment.
- Experience of managing incidents, complaints or operational investigations.
- Strong understanding of customer service and patient experience.
- Good IT literacy and confidence using operational systems and databases.
- Ability to analyse operational information and identify trends.
- Experience of producing reports, dashboards or management information.
- Ability to develop and deliver staff training.
- Ability to work collaboratively with internal and external stakeholders.
- Understanding of confidentiality, information governance and data protection requirements.
- Commitment to the organisation's Safety, Comfort and Care values.
- Ability to work flexibly to meet operational requirements, including evenings, weekends and out-of-hours support where required.
Desirable Criteria:
- Experience working within an NHS, healthcare or patient transport environment.
- Experience of 24/7 control room operations.
- Knowledge of patient transport eligibility and contractual requirements.
- Experience of workforce planning and operational rostering.
- Experience of managing large and geographically dispersed teams.
- Experience of operational performance management and KPI reporting.
- Experience of implementing new technology or operational systems.
- Experience of continuous improvement methodologies
Pre-Employment Checks:
- Appointment to this role will be subject to the successful completion of all required pre-employment checks.
- Due to the nature of the role and the post holder's access to patients, patient information and healthcare environments, the successful candidate will be required to complete an Enhanced Disclosure and Barring Service (DBS) check prior to commencing employment.
- The successful candidate must satisfy all relevant employment, identity, right-to-work, reference and DBS requirements before being permitted to undertake the full duties of the role.
General Responsibilities
The post holder will be expected to maintain a high level of professionalism and confidentiality at all times and to comply with all relevant company policies, procedures and contractual requirements.
The role requires the post holder to work collaboratively with colleagues across all areas of the organisation and to contribute positively to the development and continuous improvement of the NEPTS service.
This job description is not intended to be exhaustive. The duties and responsibilities may be reviewed and amended from time to time to reflect changes in operational requirements, contractual obligations, organisational structure and service development.
Pay: Up to £45,000.00 per year
Benefits:
Work Location: In person
