EOC Coordinator

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

DISRUPTIVE INNOVATION
 

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.

TRANSFORMATION OF OUR SOCIETY
 

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 a BAA, AEA or ECA.

WORK EXPERIENCE
Essential

• Minimum 1 year call taking experience.
• Above-average performance in current role.

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.

SKILLS
For managerial and non-managerial positions, please select a minimum of 5 competencies from the list below. Those marked with an * are most relevant for managers particularly where the manager has a direct report, however, the competencies can also be applicable to specialist positions.

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.

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.

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.

Technical Knowledge

• The capacity to perform a technical function to required standards.

WORKING CONDITIONS

• Professional flexibility in working hours while supporting daily business hours.
• Will interact with internal and external customers through several different means.
• Travel within and across regions to support the functions of the role will be required.

NETCARE 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.

• 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 healthcare partners in everything that we do.
• We care about the truth in all our actions.
• We listen with empathy and respond with acts of compassion in all interactions with our patients and their families.

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:

• Respect - I always greet everyone to show my respect.
• Identity - I always wear my name badge to show my identity.
• Dignity - I always treat others with consideration and humility to uphold dignity
• Care - I always act in the best interest of Netcare and others to show I care
• Compassion - I always listen with empathy and respond with kind action to show my compassion
• Appreciation - I always say thank you to show my appreciation.
• Diversity- I always embrace diversity to strengthen inclusivity and belonging.

Join the team committed to providing the best and safest health and care.