Controller (Hospital based)

Position: Controller/Planner
Location: Cambridge University Hospital (CUH)

We have a fantastic opportunity for a Controller/Planner to join our team. The Controller is responsible for planning and controlling the daily movement of patient journeys (adults & children), primarily overseeing discharges.

The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, as well as collaborating with hospital staff and departments to optimize vehicle and staff utilization.

We are looking for enthusiastic, care-focused individuals who are organized and have a passion for excellent customer service.

This is a full-time, permanent role working any 5 days out of 7, with shifts scheduled between 12:00 - 20:00.

What Benefits Can You Expect:

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years’ service.
• 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.
• Hospital cash plan benefits with sickness protection scheme.
• Cash-plan benefits, including protection in case of illness and recuperation, covering dental, optical, and chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues (e.g., motoring offences, wills and probate, personal injury).
• Financial guidance regarding retirement planning, tax savings, and state benefits.
• Long Service Recognition Scheme, recognizing 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 and an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, providing support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Main Duties:

• Check and plan daily and future bookings within the Cleric controlling system, ensuring correct resourcing and informing all subcontractors, taxis, and volunteers where applicable.
• Dispatch and manage operational crews to ensure timely and efficient collection and delivery of patients between destinations, achieving contractual targets.
• Receive requests for patient transport and queries regarding ambulance journeys in an accurate, effective, and polite manner, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties, including checking booking lists, data input, and completing ad-hoc forms/invoices as necessary.
• Maintain and enhance performance and quality of service offered to patients and customers.
• Deal promptly, professionally, and efficiently with all telephone calls, taking appropriate action on own initiative where required, and liaising with other agencies such as GPs, Nursing Homes, Hospital Clinics, and Wards.
• Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff, resolving urgent problems, and responding to unplanned events.

Successful Candidates Will Have:

• Passion for patient care and delivering a highly effective service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organization.
• Strong problem-solving skills.
• Meticulous attention to detail.
• Excellent organizational skills with proven ability to multi-task and prioritize as required.
• Ability to stay calm under pressure and use initiative.
• Experience of working in a highly regulated, complex business, with an understanding of healthcare logistics (desirable).

About Us:
The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, and as a combined business, we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with approximately 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the health and wellbeing of people across our local communities by providing transport that supports patient care, community support, secure mental health, and medical courier services.

EMED Group is committed to providing services for our patients, service users, clients, and community, supported by employees with diverse backgrounds. To do this effectively, it is essential that we promote equality, embrace diversity and inclusion, and treat all 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, aiming to be representative of all sections of society and our clients, ensuring each employee feels respected, valued, and able to give their best.

We are dedicated to providing equal opportunities and endeavor to maintain an inclusive and safe working culture for all.