Call Centre Operator

Wellington Hospital, Hutt Valley; New Zealand; On-site; NZD 68,000 - 77,000; Full time

Job summary

Health New Zealand | Te Whatu Ora is recruiting for Call Centre Operators at Wellington Regional Hospital and Hutt Hospital to join the Patient Administration Service. You will be the first point of contact for callers, handling inquiries, paging, duress alarms, and roster coordination as part of a coordinated clinical support team.

The role requires 24/7 rostering and rotating shifts across both sites, with a focus on patient confidentiality, excellent communication, and multitasking in a busy

Qualifications

• Previous experience in a 24/7 call centre environment.
• Ability to maintain patient and office confidentiality.
• Strong verbal and written communication skills.
• Able to multitask in a fast-paced environment.
• Rostered and rotating shift experience.

Responsibilities

• Handle all incoming calls and patient enquiries.
• Assist with paging, 777 and duress alarms.
• Support doctors' rosters and staff scheduling.
• Process swipe cards and handle technical enquiries.
• Support day-to-day administration for Patient Administration Services.

Skills

Call centre experience

Rostered/rotating shifts

Confidentiality

Communication skills

Customer focus

Multitasking

Job description

Location: Wellington Regional Hospital and Hutt Hospital

Contract: Permanent, Full time (Rostered and Rotating)

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is dedicated to serving all New Zealanders. Through integration and collaboration, we’re building a health system underpinned by partnership, equity, sustainability, whānau-centred care, and excellence.

About the Role

The Patient Administration Service (PAS), which the Call Centre is one of the hubs, is a team who is the first point of contact for all callers whether internal or external.

The Call Centre Operators cover and not limited to, all incoming calls, patient enquires, paging, 777, duress alarms, Doctors rosters, swipe cards, technical enquires. 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, undertaking various other administration tasks that support to organise day to day activities.

The salary band band for this role is$67,943 - $77,141, depending on experience.

About the Team/Service/ Location

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 also provides quality, customer focused telephone service to external and internal customers, patients, relatives. 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 across both sites Wellington and Hutt Valley.

About you

• Previous experience in a call centre environment 24/7 cover rostering and rotating
• Ability to take ownership accountability and responsibility for the role.
• Ability to maintain patient and office confidentiality in line with the Privacy Act
• Good computer skills along with excellent verbal and written communication
• Customer focussed attitude
• Able to multitask and work in a fast-paced environment

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is ‘the weaving of wellness’. We're dedicated to ensuring excellent healthcare for the people of Aotearoa/New Zealand.

Our people are at the heart of everything we do. Health New Zealand are committed to being good employers and honouring our equal employment opportunity obligations. We embrace diversity and welcome application from all people, including all gender identities, ages, ethnicities, sexual orientations, and disability. A workforce that is diverse and inclusive means that we are better positioned to understand and service our community. We are pro-equity health organisation, with a particular focus on Māori, Pacific Peoples, and the Disability Community.