Emergency Resource Officer

Mediclinic; Sandton; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Mediclinic Southern Africa is seeking an experienced Emergency Response Officer to join our team. You will receive and coordinate patient requests across multiple channels, ensuring seamless care coordination from request to post-discharge.

You will monitor biometrics and wellbeing, document interactions, and uphold privacy and security standards while delivering high-quality customer service in a high-pressure environment.

Qualifications

• Grade 12 is required.
• A post-metric 1-year certificate qualification (NQF level 5) in Contact Centre is preferred.
• Essential: 2 years in an omnichannel Customer Service Contact Centre environment.
• Desirable: 3 years in an omnichannel Customer Service Contact Centre environment.

Responsibilities

• Receive, acknowledge and coordinate assistance for requests through multiple mediums.
• Collaborate with care teams and facilities to ensure timely care coordination.
• Monitor patient biometrics and wellbeing with accurate record keeping on electronic platforms.
• Maintain patient confidentiality and follow POPIA and information security requirements.

Skills

Contact Centre systems

Emergency care knowledge

Telephonic etiquette

Customer service

Time management

Interpersonal skills

Computer literacy

Administration

Call handling & triage

POPIA & information security

Conflict management

Resilience

Education

Grade 12

NQF level 5 Contact Centre certificate

Job description

Mediclinic Southern Africa is a healthcare provider operating in South Africa and Namibia focused on providing acute care, specialist-orientated, multidisciplinary hospital services and related service offerings. We place science at the heart of our care process by striving to provide evidence-based care of the highest standard. The group currently operates 50 private hospitals (excluding a growing number of day clinics) throughout South Africa and three hospitals in Namibia with more than 8 200 beds in total.

Eergency Response Officer

Be Part of Something Exciting. Shape the Future with Us.

Are you an experienced Emergency Response Officer ready for your next career-defining opportunity?

We are building a talent pool for an exciting new Emergeny Response Officer opportunity anticipated to commence in January 2027. While the role is not immediately available, we are seeking exceptional leaders who would like to be considered early for this exciting venture and future growth journey.

This is a unique opportunity to be part of something from the ground up, helping to shape a high-performing customer experience environment that will make a meaningful impact on our customers, employees, and business.

The Clinical Care Coordinator will collaborate with various stakeholders, including; patients, healthcare providers, care teams, facilities, and schemes to ensure that all patients who qualify for care coordination are adequately cared for through the entire patient journey. They will be an advocate for their patients and ensure that the care team effectively coordinates patient care from request to post-discharge. They will also be responsible for monitoring and reviewing the patient’s biometrics and immediate wellbeing with continuous record keeping on multiple electronic platforms.

To receive, capture and prioritise all incoming interactions through various platforms to accurately support clients with any requests

KEY 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

Emergency Response Officer Emergency Response Officer