Emergency Operations Centre(callcentre) x 2 - Netcare 911

ROLE SUMMARY 

Maintaining a high level of work standard and ethics in the Emergency Call Centre of Netcare 911 and ensuring effective customer relations and customer service. 

KEY WORK OUTPUT AND ACCOUNTABILITIES 

 Effective day to day operations and call handling according to set measures 

 Applying correct calculations of cost estimations 

 Ensuring that the data capturing is accurate and updated for adequate emergency support and timeous response 

 Satisfy customers according to set standards 

 Forward non medical calls to case managers for authorisation 

 Coordinate all emergency vehicle dispatch in adherence to dispatch protocols and procedures  Recognition of major incidents and handle the relevant escalation thereof 

 Ensure that all IT systems are functioning and report any discrepancies 

 Ensure dispatch time within reasonable time as not to compromise the patient safety 

 Identify irregularities in terms of all aspect of operations 

 Liaison with relevant role players both within and outside the organisation to ensure good customer relations & service quality Printed copies of this document are uncontrolled and must be destroyed after use 

 Predict crisis intervention and deal with problems and intervene pro-actively to prevent complaints  Self management and development 

 Maintenance of high service levels within the Emergency Call Centre 

 Ensure adherence to Netcare 911 policies and procedures 

 Assist with all other functions not mentioned above pertaining to the Emergency Call Centre 

SKILLS PROFILE EDUCATION 

 Current registration with the HPCSA as a BAA (Basic Life Suppport Practitioner) 

 Matric or equivalent qualification WORK EXPERIENCE 

 Minimum of at least 1 year experience in an Emergency Call Centre is advantageous 

KNOWLEDGE 

 Call taking , resource coordination and operations experience is advantageous 

 Ability to exhibit above average computer skills 

 Above average geographical knowledge of Southern Africa 

 Ability to work with international clients 

 Be able to work under pressure 

 Ability to work shifts 

NON MANAGERIAL/ SPECIALIST SKILLS 

Coaching Others

* The capacity to recognise development areas in others and support them to facilitate personal development through coaching. Leading and Managing Change

* The capacity to implement and support change initiatives and to provide leadership in times of uncertainty. 

Performance Development

* The ability to evaluate and develop different levels of capacity within a team to achieve set objectives. Taking Action Capable of recognising the need for action, considering possible risks and taking responsibility for results. Printed copies of this document are uncontrolled and must be destroyed after use Decision Making Capable of making decisions timeously and taking responsibility for the consequences. Managing Self Capacity to plan, organise and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame. Customer Focus and Service Delivery The capacity to identify and respond to the needs of 

*internal and external customers. 

*Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship Adapting and Responding to Change Capable of supporting and advocating change initiatives and managing own reaction to change. Continuous Improvement The capacity to improve systems and processes to facilitate continuous improvement. Personal Work Ethic Capacity to instil an ethic of quality and consistency in self and others. Building Relationships Capacity to establish constructive and effective relationships. Communication The capacity to clearly present information, either written or verbal. Teamwork Capacity to cooperate with others to work towards a common goal. Technical Knowledge The capacity to perform a technical function to required standards. 

VALUES AND BEHAVIOURS 

Netcare Values At Netcare, our core value is care. We care about the dignity of our patients and all members of the Netcare family. We care about the participation of our people and our partners in everything we do. We care about truth in all our actions. We are passionate about quality care and professional excellence. 

 Care - The basis of our business. The professional, ethical patient care and services we offer at every level of the organisation. 

 Truth - The crucial element in building relationships that work. Open communication with honesty and integrity is essential. 

 Dignity - An acknowledgement of the uniqueness of individuals. A commitment to care with the qualities of respect and understanding. 

 Passion - The creative, passionate and innovative drive to do things better than before. To develop and implement successful healthcare solutions for all. 

 Participation - The willingness and desire to work in productive and creative partnerships with others and the commitment to communicate. Printed copies of this document are uncontrolled and must be destroyed after use The Netcare Way Netcare is committed to providing quality care. Our basic service standard holds us accountable for the below seven behaviours which you will be accountable to uphold: 

 I always greet everyone to show my respect. 

 I always wear my name badge to show my identity. 

 I am always well groomed to show my dignity. 

 I always practise proper hand hygiene to show my care. 

 I always seek consent to show my compassion. 

 I always say thank you to show my appreciation.  I always embrace diversity to show I am not a racist. 

How to apply for this:

APPLICATION PROCESS NETCARE IS AN EQUAL OPPORTUNITY EMPLOYER The Company's approved Employment Equity plan and targets will be considered as part of the recruitment process aligned to the Group’s Employment Equity strategy. Netcare actively supports the recruitment of people with disabilities. Interested candidates who meet the above criteria are requested to e-mail a detailed CV to thulani.moyo@netcare.co.za

Source: NETCARE

Closing date: 25-03-2019