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Job Description

Role Overview

East of England Ambulance Service NHS Trust is currently in the market for a Senior Patient Liaison Assistant to come and join their busy team! The successful candidate will be responsible for the planning of transport for future dates and ambulance service resources for the current day. To ensure all patients on our transport get home as quickly as possible.


  • Planning of transport for future dates including entering transport requests into the computer system.
  • Responsibility for the scheduling and control of ambulance services resources, including volunteer car service drivers for the current day, re-arranging schedules where necessary.
  • Liaises between hospital staff, communications centres, transport offices and ambulance crews to ensure patients are conveyed in the most effective and efficient manner, and the service level agreement is maintained at all times.
  • Assists Ambulance Car Service drivers with any problems or queries they may have and liaise with the Operations Resource Coordinator.
  • Keeps records of all patient arrival and departure times at the hospital.
  • Deals with enquiries / complaints from designated hospitals and patients concerning ambulance transportation.
  • Assist in the monitoring analysis of the service level agreement and liaise with the Customer Service Manager in providing a focused and reliable patient transport provision.
  • Assist the Non-Emergency Services Quality and Complaints Manager as appropriate.
  • 1ISO 9001 / 2000 – Ensure that all documentation is completed in accordance with this standard. Assist as required in the completion of internal ISO 9001 / 2000 audits.
  • Undertake the training of new staff.
  • Manages leave requests and absence management for Patient Liaison Assistants.


  • Flexibility: The postholder may work at any of the Trust’s sites in line with service needs
  • Excellent spoken and written English, including telephone manner and face-to-face communication skills
  • Good verbal and non-verbal communication and organisational skills
  • IT literate
  • Experience in a similar role (desirable)

Clear DBS Required.

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