Call Handler
full-time•Stoke-on-Trent
About this role
We have a fantastic opportunity for Call Handlers to join our team based in Stoke-on-Trent.
We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.
This role is based in-person from our office in Stoke-on-Trent working 37.5 hours per week - Monday to Sunday on a 6 week rolling rota.
Some of the benefits can you expect.
- £12.21 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.
- Pension Scheme.
- Blue Light Card.
- EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
- Flu vaccination (through an internal campaign in Autumn/Winter).
Main Duties:
- Booking discharges and transfers from hospital, often under time critical circumstances.
- Booking regular journeys for renal and oncology patients.
- Contacting service users 24-48 hrs prior to travel to confirm the journey.
- Communicating with road staff, ambulance care assistance, paramedics, patient transport liaison officers (PTLO), controllers and dispatchers as part of a multi-disciplinary team to ensure a successful journey for all services users.
- Being aware of safeguarding practises and having the knowledge of when to use these skills to assist and support all service users and work colleagues.
- Being the first point of contact for service users for questions or enquiries about patient transport.
- Being able to transfer or refer callers to an alternative appropriate option, if you’re not able to answer or help directly.
- Keep up to date with changes in policies and procedures.
- Undertake all necessary training.
- To support, assist and supervise less experienced staff when necessary.
- Undertake any other duties and responsibilities related to this role.
Successful candidates will have:
- Good standard of literacy, numeracy, and IT skills.
- Customer service experience preferably obtained in a call centre/phone-based role.
- Willingness to develop existing skills.
- Ability to work to deadlines.
- Good verbal and written communication skills.
- Organised and logical.
- Ability to prioritise workload.
- Able to work as part of a team as well as independently.
- Flexible approach to working hours.
- Respect for confidentiality and the ability to handle sensitive issues appropriately.
- Enthusiastic and motivated.
- Punctual and reliable.
- Ability to display a positive attitude.
- Diplomatic and professional.
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.
What you'll do
- Call Handlers are responsible for booking discharges and transfers from hospitals, often under time-critical circumstances. They also communicate with various staff members to ensure successful journeys for service users.
About EMED Group
EMED Group is a national healthcare and specialist transport provider with one clear ambition: to proactively improve the well-being of our communities by delivering safe, reliable and compassionate health and care services.
Every day, our teams support people at some of the most important moments in their lives - whether that’s getting patients to vital outpatient appointments, helping ease flow in busy hospitals, supporting individuals in specialist mental health settings, enabling children with acute needs to get to school or transporting time-critical pathology to keep diagnostics moving.
We do all of this with care, empathy and a deep sense of responsibility to the people and communities we serve.
To ensure we deliver the highest-quality services, EMED operates through four dedicated divisions, each supported by our central Group functions:
• Patient Care – non-emergency patient transport services
• Safe Care – mental health and secure transport
• Community Care – local authority and community-based support
• Courier Services – pathology transport and in-home diagnostic support
We’re proud of the work our colleagues do every day and remain focused on delivering care that is safe, consistent and truly human.
Ready to join EMED Group?
Take the next step in your career journey
Frequently Asked Questions
What does a Call Handler do at EMED Group?
As a Call Handler at EMED Group, you will: call Handlers are responsible for booking discharges and transfers from hospitals, often under time-critical circumstances. They also communicate with various staff members to ensure successful journeys for service users..
Is the Call Handler position at EMED Group remote?
The Call Handler position at EMED Group is based in Stoke-on-Trent, England, United Kingdom. Contact the company through Clera for specific work arrangement details.
How do I apply for the Call Handler position at EMED Group?
You can apply for the Call Handler position at EMED Groupdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.