Call Taker VST

Ambulance Victoria; City of Melbourne; On-site; AUD 41,000 - 55,000; Part time

Benefits offered by this job

Salary packaging options

Free on-site parking

Job summary

Ambulance Victoria (AV) is seeking Casual Call Takers for the VST department to be the first point of contact for referrals and support Neurologists/Stroke Specialists with timely call taking and documentation.

Successful candidates will work on an 8‑hour shift roster onsite at Essendon Fields with on-the-job training provided to ensure smooth operations and high patient care standards.

Qualifications

• Ideal candidates will have a qualification (or progressing towards) in business administration or health care (desirable)
• Demonstrated experience and expertise in providing telephony and administrative support in a customer service environment, preferably within the healthcare sector
• Proven experience and proficiency in using customer/patient management systems and Microsoft Office suite applications
• Effective interpersonal skills to gain acceptance and support of ideas, and the ability to modify style to accommodate situations, tasks, and individuals
• Ability to operate under pressure in a stressful environment and work effectively within tight timelines
• Judgement and maturity to ensure matters of a confidential or sensitive nature are handled and dealt with appropriately and diplomatically
• Ability to work overnight and be contactable for availability at short notice if required

Responsibilities

• Respond appropriately to queries, provide information, standard services and refer callers as guided by procedures and policy
• Collect required material and complete live data entry of case information into the VST case management system
• Finalise and distribute relevant and accurate documentation relating to VST referrals
• Communicate any identified best care and patient focussed opportunities, and systems and process improvements that would enhance VST's professional service
• Work cooperatively in a cross functional team through collaboration and timely sharing of relevant information in pursuit of shared goals

Skills

Telephony experience

Administrative support

Microsoft Office

Interpersonal skills

Ability to work under pressure

Education

Business administration or health care qualification (desirable)

Tools

Case management system

Microsoft Office

Job description

At Ambulance Victoria (AV) we are proud to share our commitment to saving and improving lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision to be a world leading ambulance service to life.

The Complex Care division brings together three statewide services within the Specialist Operations & Communication Division. Adult Retrieval Victoria (ARV), the Victorian Stroke Telemedicine service (VST), and Air Ambulance Victoria (AAV) make up this division.

Many rural and regional hospitals do not have a stroke specialist on site or lack around-the-clock access to stroke expertise. The VST service provides treatment advice and management for patients who present to VST participating hospitals with suspected stroke symptoms across Victoria and North-West Tasmania. VST is a virtual service which enables cross organisational collaboration to ensure stroke patients receive the best possible care no matter their location.

Opportunities exist to become a valued member of the Complex Care team, working within the VST department. VST are seeking Casual Call Takers to join the team.

Successful applicants will be required to work onsite at our offices within Essendon Fields and will be required for 8-hour shifts on a 24/7 roster. On the job training will be provided to the successful candidates.

About the role

Reporting to the Manager VST, the Call Taker VST is the first point of contact for VST telephone referrals and works closely with our team of Neurologists/Stroke Specialists to provide timely and efficient call taking, administration and office support.

Responsibilities of this position include, but are not limited to:

• Respond appropriately to queries, provide information, standard services and refer callers as guided by procedures and policy
• Collect required material and complete live data entry of case information into the VST case management system
• Finalise and distribute relevant and accurate documentation relating to VST referrals
• Communicate any identified best care and patient focussed opportunities, and systems and process improvements that would enhance VST's professional service
• Work cooperatively in a cross functional team through collaboration and timely sharing of relevant information in pursuit of shared goals

About you

Ideal candidates will have:

• A qualification (or progressing towards) in business administration or health care (desirable)
• Demonstrated experience and expertise in providing telephony and administrative support in a customer service environment, preferably within the healthcare sector
• Proven experience and proficiency in using customer/patient management systems and Microsoft Office suite applications
• Effective interpersonal skills to gain acceptance and support of ideas, and the ability to modify style to accommodate situations, tasks, and individuals
• Ability to operate under pressure in a stressful environment and work effectively within tight timelines
• Judgement and maturity to ensure matters of a confidential or sensitive nature are handled and dealt with appropriately and diplomatically
• Ability to work overnight and be contactable for availability at short notice if required

Working at Ambulance Victoria

As a valued member of AV, you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you are ready to be an integral part in bringing our values of Care, Accountability, Respect and Excellence to life at AV, we want to hear from you!

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct, and Police Checks.

These positions are classified AV3 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2025. The position descriptions can be found on the AV Careers website.

At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at ***********@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.