EOC Co-Ordinator

Benefits

Additional Information

We provide meaningful careers that connect people with purpose. We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity. Netcare invites you to be part of our journey. ROLE SUMMARY Maintain a high level of standard and work ethic in the Netcare 911 Emergency Operations Centre and ensuring effective customer relations and customer service for all Netcare and Netcare 911 clients and key stakeholders. KEY WORK OUTPUT AND ACCOUNTABILITIES OPERATIONAL EXCELLENCE Inbound call process management - Adequately and accurately answer and record incoming calls related to the job function and capture the details on the ICT system as per the Standard Operating Procedures. - Adequately and accurately answer and record incoming calls from priority lines and manage all high-acuity caller engagements. - Ensuring efficient data capturing in the relevant systems at all times. - Ensure that all emergency calls are managed according to the applicable SOP. - Ensure effective one call resolution for all cases received - Appropriately calculating cost estimates for private patients and patients whose transfers are not covered by the medical aid and provide feedback to client and/or hospital. - Recognition of major incidents and the relevant escalation thereof. - Identify irregularities in all aspect of operations and appropriate escalation thereof. - Follow all SOP's relating to handing over of service providers calls - Accept overflow calls and transfer to relevant divisions via the relevant hunting lines. - Ensure that all IT systems are functioning and report any discrepancies. - Ensure that all general Standard Operating Procedures for the Emergency Operations Centre has been read, understood, and signed. - Integral knowledge of the company structure, products, and policies. - Integral knowledge of the registered clients' products and procedures. BEST AND SAFEST PATIENT CARE Building and maintaining relationships - Be a model of excellent customer service for other agents, ensuring that all customers experience an excellent and satisfactory interaction at all times. - Maintaining optimum service levels and benchmarks set within the Inbound Department. - Handle all telephonic engagement in a professional manner. - Appropriately verify clients using all the tools and databases provided. - Triage (multiple patients requiring treatment) - adequate resource allocation and escalation based on unfolding events. - Predict crisis interventions, deal with problems, and intervene pro-actively to prevent complaints. - Communicate important information to relevant internal parties. ACCELERATING TRANSFORMATION - Pursue self-development in one or both of the following areas: - Formal studies - Informal/self-studies - Proactively aiding in talent identification and future employee recruitment. - Aligning performance for success. - Commitment to Learning. GROWING WITH PASSIONATE PEOPLE Teamwork - Share appropriate knowledge with relevant team members. - Listen with empathy while remaining professional at all times to complaints and compliments. - Liaison with other departments and relevant role payers both within and outside the organisation to ensure good customer relations and service quality. - Liaise with EOC Inbound Manager on duty (or the applicable 2IC) regarding primary IHT's and CCO Manager (or the on duty ICU dispatcher) for long distance IHT's. - Liaise with the case managers regarding medical justification /authorisation of cases. - Carry out any reasonable instruction or request from the Emergency Operations Centre Management. ORGANISATIONAL GROWTH - Perform action steps to close the gap between the ideal and actual state of competence as indicated by management. - Commitment to learning and demonstrating teamwork. - Maintenance of high standard service levels within the department. SKILLS PROFILE EDUCATION Essential - Matric or equivalent NQF level 4. - Current registration with the HPCSA as an ECA without a valid Professional Driving Permit ( PrDP). SKILLS Preferred - Exhibit excellent communication (listening skills in particular) and administrative skills. - Minimum typing speed - 50 words per minute. - Ability to Multi-task and operate multiple software programs simultaneously. - Excellent problem-solving capabilities. - Ability to communicate comfortably with Senior Management. KNOWLEDGE Essential - Relevant computer proficiency (Microsoft Office; Google Chrome; Google Maps) - Excellent knowledge of the functions of and operation of the Emergency Operations Centre and its related equipment and capabilities specific to the Inbound department PHYSICAL REQUIREMENTS In the event of any physical or psychological limitation that may impair the employee's ability to perform the required job function, the employee must consult the employer for reasonable accommodation. VALUES AND BEHAVIOURS Netcare Values At Netcare, our core value is