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About the Role
OnCue Transport provides care-led, compliant, and scalable non-emergency patient transport services. Our mission is to create value through an innovative and care-driven patient transport solution, and our vision is to be recognized as an industry leader.
Responsibilities
- Provide active support to the Operations Allocator Team during shifts.
- Make accurate delay calls/emails for new requests, unallocated work, and in-progress journeys.
- Effectively communicate changes and updates to patients, partners, and Driver Companions.
- Address queries from Driver Companions, Patients, and Partners.
- Manage partner portals like PTS Online, ensuring accurate information and timely updates.
- Identify potential risks to the Operations Support Team and OnCue Management Team for timely resolution.
- Provide administrative support, including data entry and incident report generation.
- Promote a positive work environment and implement fair earning practices to retain Driver Companions.
- Handle incoming and outgoing phone calls efficiently, aiming for call wait times under 30 seconds.
- Ensure all team members assist when inbound queues exceed three calls or calls remain unanswered for over 30 seconds.
- Use in-house software to send next-day work details to Driver Companions and follow up with those who haven't replied or need assistance.
- Maintain a service KPI level below 6% through efficient team management and process optimization.
- Handle inquiries and requests via email.
Requirements
- Strong organizational and time management skills.
- Attention to detail and accuracy.
- Excellent communication and interpersonal skills.
- Proficiency in using computer systems and software applications, including partner portals.
- Ability to work effectively as part of a team.
Skills
- Organizational skills
- Time management skills
- Attention to detail
- Accuracy
- Communication skills
- Interpersonal skills
- Computer systems proficiency
- Software application proficiency
- Partner portal management
- Teamwork
Work Type
- Part-time
About the Company
- OnCue specialises in the provision of care-led, compliant, and scalable non-emergency patient transport services to ICB’s, NHS Trusts, and Ambulance providers.
- Great service is paramount for our continued expansion and the trust of our partners.
- Our Mission: Is to create value for our customers and partners by delivering an innovative and care driven patient transport solution.
- Our Vision: To be recognised as a leader in our industry because of our innovation, and commitment to care for our patients, employees, and partners.
- Teamwork is critical for success therefore you should maintain positive working relationships with others, both internally and externally, to achieve the goals of OnCue.