Call Centre Operator

4 months ago

Wellington City, New Zealand Capital & Coast District Health Board Full time

**_Nau mai, haere mai ki Te Whatu Ora - Capital, Coast & Hutt Valley District_**

Location: Capital Coast and Hutt Valley Hospital

Service: Call Centre - Patient Administration Service

Contract: Casual (rostered and rotating up 40 hours p/w)

**Salary**: Range from $59,627 - $68,340 depending on experience

**Kōrero mō te tūranga - About the role**

The Patient Administration Service (PAS) is a group of five services which work together to support the patient journey from referral, to a Capital, Coast & Hutt Valley (CCHV) District treatment provider, right through to discharge. PAS goals are to provide high quality, efficient and effective administration support to enable clinical staff to concentrate on patient care.

The Telephone Operators are located within a department to provide first point of contact for all incoming calls, patient enquires, paging, 777, duress alarms, Doctors rosters. They form an integral part of the wider Patient Administration Services and work closely with clinical and non-clinical staff in all areas to ensure the patient experience exceeds expectations, to undertake various other administration tasks that support to organise day to day activities. They also work closely with Emergency Management to manage all emergencies within the CCHV District.

**Mō tō mātou rōpū - About our team**

Our team is one of diversity, fun, multi-cultural and hard working. We pride ourselves on the focus of being part of the Patient Journey where two days are never the same. We are multi skilled which makes the diversity of our team unique. Our Call Centre is part of the wider Outpatient Administration Teams.

Our team provides a quality, customer focused telephone service to external and internal customers, patients, relatives. The Call Centre team manage all incoming calls, patient enquiries, emergency calls, duress alarms and updating “on call” doctor’s rosters. We form an integral part of the wider Corporate service and work closely with both clinical and non-clinical staff in all areas of the district health board to ensure that the patient experience exceeds expectations. We also work closely with Emergency Management to manage communication and co-ordination during emergencies. We operate on a rostered and rotating basis covering 24 hours, 7 days per week.

**Moū - About you**

We are looking for someone who has previous call centre experience, has a great telephone manner and is able to take ownership, accountability and responsibility for the role. You will be someone who has great time management skills, is an active listener, and is dedicated to providing excellent customer service to internal and external customers. You will enjoy interacting with others, working both independently and as part of a team, while also maintaining a high level integrity and fairness with colleagues and customers. You will need a good understanding of the English language, and be able to maintain patient and office confidentiality in line with the Privacy Act.

Previous knowledge of patient management systems and previous experience in a health environment is desirable but not essential.

**E pā ana ki a tatou - About us**

Capital, Coast & Hutt Valley District are pro-equity health organisation, with a particular focus on Māori, Pacific Peoples, and the Disability Community.

To find out more about us click on the following links:
Capital and Coast

Hutt Valley

Mental Health, Addiction and Intellectual Disability Service

**Me pēhea te tuku tono - How to apply**

Your safety and that of our patients is important to us. It is our expectation that you will be fully vaccinated against COVID 19, having received two doses of an approved COVID 19 vaccination.

**_ Ma tini, ma mano, ka rapa te whai_**

**_ By joining together we will succeed_

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