Emergency Resource Officer
Mediclinic is an international private healthcare services group, founded in South Africa in 1983, with divisions in Switzerland, Southern Africa (South Africa and Namibia) and the United Arab Emirates. The Group is focused on providing specialist-orientated, multidisciplinary services across the continuum of care in such a way that the Group will be regarded as the most respected and trusted provider of healthcare services by patients, medical practitioners, funders and regulators of healthcare in each of its markets. MAIN PURPOSE OF JOB To receive, capture and prioritise all incoming interactions through various platforms to accurately support clients with any requestsKEY RESPONSIBILITY AREAS To acknowledge and coordinate assistance for requests through multiple mediums Personal Effectiveness REQUIRED EDUCATION ESSENTIAL EDUCATION Grade 12 DESIRED EDUCATION A post-metric 1-year certificate qualification (NQF level 5) in Contact Centre REQUIRED EXPERIENCE ESSENTIAL MINIMUM EXPERIENCE 2 years in an omnichannel Customer Service Contact Centre environment DESIRED EXPERIENCE 3 years in an omnichannel Customer Service Contact Centre environment REQUIRED JOB SKILLS AND KNOWLEDGE - Demonstrate sound knowledge and competence in Contact Centre systems - Demonstrate a basic knowledge and application of Emergency Care inclusive of international patient care - Demonstrate sound competence in telephonic etiquette - Sound competence in customer service and communication skills - Effective time management and prioritisation skills - Strong interpersonal and relationship-building skills - Computer literacy (e.g. Microsoft Office and intranet applications) - Excellent administration skills - Writing and reporting - Demonstrate sound knowledge of call handling, triage and escalation protocols - Demonstrate the ability to assess urgency and prioritise incidents appropriately - Demonstrate proficiency in information gathering and questioning techniques - Demonstrate sound knowledge of incident logging and case management processes - Demonstrate competence in working under pressure and managing multiple priorities simultaneously - Demonstrate sound knowledge of patient confidentiality, POPIA and information security requirements - Demonstrate competence in conflict management and handling difficult or distressed callers - Demonstrate resilience and emotional control in high-stress situations
