Company description: The Clinix Health Group (CHG) assists communities to live longer, healthier lives through the provision of quality and affordable healthcare. The group provides integrated world-class healthcare systems both internally and externally to the broader ecosystem as a trusted local citizen.

Job Title                   : Call Centre Agent

Location                  : Clinix Solomon Stix Morewa Memorial Hospital

Reports to              : Fleet and EMS Manager

JOB SUMMARY

To receive inbound telephone calls in relation to customer services and needs. The incumbent is responsible for completing and ensuring relevant documents are accurate and kept up to date and in accordance with CHG’s quality and excellence standards.  

REQUIREMENTS

Minimum Qualifications

• Matric
• EMS Call centre experience being advantageous
• Basic Life Support certificate being advantageous

Minimum Experience:

• Minimum of 3 years`EMS Call centre experience and ability to work shifts

Key Competencies

• Computer literacy
• Oral Communication
• Customer Service
• Written Communication

DELIVERABLES

• Responsible for responding to 24/7 routine telephone calls to assist in resolving diverse enquiries and emergency calls using the Emergency Medical Dispatch procedures.
• Manages the service request from beginning to successful completion.
• Assigns call to appropriate dispatcher while being professional and courteous.
• Take customer calls and provide accurate, satisfactory answers to their queriers and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide customers through troubleshooting, navigating through CHG products and services.
• Receive and handle inbound calls from customers.
• Complete relevant documentation as required and maintain an accurate record-keeping system.
• Maintain effective and efficient work processes and procedures, complying with CHG and Health standards.
• Remain aware and knowledgeable on relevant services provided by the Group.
• Research required information using available resources.
• Document all call information according to standard operating procedures.
• Follow-up on customer calls where necessary.
• Recognize, document and alert the EMS and Fleet Manager of trends in customer calls.
• Answers all incoming emergency and non-emergency Fire and EMS calls for service while collecting important information from the caller.
• Determines the caller’s needs and enters the information into the computer aided dispatch system.
• Notifies other service agencies for actions as required.
• Works with other departments to ensure mutual organizational goals are pursued and achieved.
• Closes calls, updates logs on system and interhospital transfers, patient care and record keeping.