Kōrero mō te tūranga - About the role

The Patient Administration Service (PAS) is a group of five services which work together to support the patient journey from referral, to a C&CDHB treatment provider, right through to discharge. PAS goals are to provide high quality, efficient and effective administration support to enable clinical staff to concentrate on patient care.

The Telephone Operators are located within a department to provide first point of contact for all incoming calls, patient enquires, paging, 777, duress alarms, Doctors rosters. They form an integral part of the wider Patient Administration Services and work closely with clinical and non-clinical staff in all areas to ensure the patient experience exceeds expectations, to undertake various other administration tasks that support to organise day to day activities. They also work closely with Emergency Management to manage all emergencies within CCDHB.

Mō tō mātou rōpū - About our team

Our team is one of diversity, fun, multi-cultural and hard working. We pride ourselves on the focus of being part of the Patient Journey where two days are never the same. We are multi skilled which makes the diversity of our team unique. Our Call Centre is part of the wider Outpatient Administration Teams.

Our team provides a quality, customer focused telephone service to external and internal customers, patients, relatives. The Call Centre team manage all incoming calls, patient enquiries, emergency calls, duress alarms and updating “on call” doctor's rosters. We form an integral part of the wider Corporate service and work closely with both clinical and non-clinical staff in all areas of the district health board to ensure that the patient experience exceeds expectations. We also work closely with Emergency Management to manage communication and co-ordination during emergencies. We operate on a rostered and rotating basis covering 24 hours, 7 days per week.

Moū - About you

Talk about the skills and experience you want from this person

• Ability to take ownership accountability and responsibility for the role.
• Intermediate Microsoft Office Computer skills
• Excellent telephone skills
• Ability to maintain patient and office confidentiality in line with the Privacy Act
• Previous knowledge of patient management systems is desirable
• Previous experience in a health environment is desirable
• Integrity and fairness
• Interacting with people
• Professionalism
• Customer Service - including call centre experience
• Internal and external customer focused
• Time management
• Great listening skills
• A good understanding of the English language