Call Centre Operator

North Island - Wellington Wellington Central; Upper Hutt; On-site; NZD 68,000 - 77,000; Full time

Job summary

Health New Zealand | Te Whatu Ora is hiring a Call Centre Operator to be the first point of contact for callers at Wellington Regional Hospital and Hutt Hospital. The role covers inbound calls, patient inquiries, paging and duress alarm coordination, with a 24/7 roster across two sites.

The successful candidate will have prior call centre experience, strong communication skills, and a commitment to patient privacy.

Qualifications

• The role requires prior call centre experience and 24/7 rostering knowledge.
• Ability to take ownership and handle confidential information.
• Excellent verbal and written communication with a patient-centred approach.
• Customer-focused attitude and ability to multitask in a fast-paced environment.

Responsibilities

• Handle incoming calls, patient enquiries and paging across sites.
• Support Doctors rosters, swipe cards, and other admin tasks.
• Coordinate with clinical and non-clinical staff to improve patient experience.
• Ensure privacy and confidentiality aligned with the Privacy Act.

Skills

Call centre experience

Ownership & accountability

Confidentiality awareness

Strong communication

Multitasking

Tools

Microsoft Office

Telephone system

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.

Job details

Job Reference:

Job Reference: SS150-26

Location:

North Island - Wellington - Hutt Valley

North Island - Wellington - Wellington Central

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Administration - Administration