Planned Care Waitlist Advisor

To tatou tikanga | Our culture

Our kaimahi are passionate people, each driven to contribute to better health outcomes, with a focus on priority populations. We are focused on hiring kaimahi who live and work in the communities they serve.

Whakarongorau Aotearoa's commitment to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

We are committed to ensuring our workforce reflects the community we support.

Ko wai mātou | About us

Whakarongorau Aotearoa (Whakarongorau), a social enterprise, is a virtual health and social services organisation with a proven record of connecting people seamlessly with care when they need it.

Whakarongorau has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa. We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.

We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.

Mō tēnei tūranga | About the role

Help whānau get seen, sooner. Every call you'll make clears a path to care. As a Planned Care Waitlist Advisor with Whakarongorau Aotearoa, you'll be a friendly, proactive voice reaching patients who are waiting for appointments like First Specialist Assessments and post-discharge follow ups. You'll confirm details, remove those who no longer need care, and keep the system humming so hospitals can meet national targets and patients get timely access to treatment.

This is mission-drive mahi that reduces waitlists, lifts hospital efficiency, and improves outcomes across Aotearoa. If you love purposeful work and connecting with people, this role is for you.

Ngā haepapa matua | Key responsibilities

• Make impact calls: Contact patients within planned care waitlists and manage inbound enquiries
• Keep data clean, keep care moving: Update records accurately, flag those who no longer require care to reduce backlog
• Champion equity: Demonstrate commitment to Te Tiriti o Waitangi and better outcomes for Māori and priority populations
• Partner with hospitals: Help services meet elective surgery targets and improve system flow
  Lift the bar: Document interactions and contribute ideas for continuous improvement

Ngā hua mōu | What's in it for you

• Meaningful mahi that directly improves access to care for communities across Aotearoa
• Be part of a supportive a team making a tangible impact on health outcomes
• Perks available across Boost and Samsung
• Grow your skills in patient engagement, health service operations, and data accuracy

Pehea koe | About you

Ōu wheako ōu mātauranga hoki - Qualifications and experience

• Confident communicator with genuine empathy and a customer-service mindset
• Experience in customer service, or health-related roles (desirable)
• Comfortable managing outbound and inbound call volumes and working to target
  Strong understanding of Te Tiriti o Waitangi and commitment to equity in health

Ōu āheitanga ōu pūkenga hoki - Skills and competence

• Connection comes naturally: You build rapport fast and explain things clearly
• Detail driven: Accurate data entry and organised follow-through
• Team-spirited: Collaborative, reliable and solutions-focused
• Tech-savvy: with modern systems for call handling and record keeping

If you are excited about this role and think you have what it takes, but your experience doesn't align 100%, we still want to hear from you and would encourage you to apply.

Ō mātou uara | Our values

E kimi ana mātou i ētahi tangata e kaha whakanui i ēnei uara - We are looking for people who align naturally with these values and will champion them

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Ngākau nui ki te pai ake / Passion for better
• Pokohiwi ki Pokohiwi / Shoulder to shoulder