Job Description

We provide meaningful careers that connect people with purpose.

We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.

Netcare invites you to be part of our journey.

ROLE SUMMARY

The Switchboard operator is responsible for answering the incoming high volume of calls in a professional, timely and friendly manner. Also liaising and communicating at all levels, adapt and respect all cultures.

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Manage Incoming calls and Telephone Etiquette

• Answer all incoming to the hospital in a timely, professional, and courteous manner.
• Direct calls to the appropriate departments, doctor rooms, or wards based on the caller’s needs.
• Provide general information about the hospital’s services, directions, and policies when requested. Offer accurate, clear, and helpful information to patients, visitors, and staff regarding hospital services, visiting hours, and locations.
• Take and deliver messages when requested staff members are unavailable.
• Manage basic patient queries, and if any escalation or additional information is required, refer to the Reception Supervisor / Manager.

Communication and Patient enquiries

• Liaise and communicate with doctors, executive personnel, public and colleagues.
• Provide basic information to patients or their families, including directions within the hospital, etc.
• Work closely with administrative, doctors, and emergency staff to ensure smooth communication and a seamless experience for patients and visitors.
• Excellent communication and listening skills.
• Always answer, respond and communicate and in friendly, welcoming and professional manner.

Confidentiality and Privacy

• Ensure patient confidentiality and privacy are always maintained in compliance with the POPIA and Privacy standard operating procedures.
• Manage sensitive information with care and discretion.

Updating of information

• Keep all relevant information and contingency plans updated.
• Update hospital telephone lists, relevant telephone numbers and distribution to relevant departments thereof

Administrative Support

• Assist with administrative tasks such as filing, scanning of documents, or managing patient admissions when needed.
• Support hospital operations by managing various administrative duties as assigned.
• Perform any reasonable task as instructed by the direct and indirect management.

SKILLS PROFILE

EDUCATION

Essential

• Grade 12 or equivalent NQF Level 4 Qualification
• Basic computer proficiency

WORK EXPERIENCE

Essential

• 1-2 years’ experience on a similar position
• Experience in a customer service role (preferred)

KNOWLEDGE

Preferred

• Knowledge of Telephone Management Systems.
• Competency in data entry, verbal communication, and customer service.

NETCARE VALUES AND BEHAVIOURS

Netcare Values

At Netcare, our core value is care. We care about the dignity of our patients and all members of the Netcare family. We care about the participation of our people and our partners in everything we do. We care about truth in all our actions. We are passionate about quality care and professional excellence.

• At Netcare, our core value is care.
• We care about the dignity of our patients and all members of the Netcare family.
• We care about the participation of our people and our healthcare partners in everything that we do.
• We care about the truth in all our actions.
• We listen with empathy and respond with acts of compassion in all interactions with our patients and their families.

The Netcare Way

Netcare is committed to providing quality care. Our basic service standard holds us accountable for the below seven behaviours which you will be accountable to uphold:

• Respect - I always greet everyone to show my respect.
• Identity - I always wear my name badge to show my identity.
• Dignity - I always treat others with consideration and humility to uphold dignity
• Care - I always act in the best interest of Netcare and others to show I care
• Compassion - I always listen with empathy and respond with kind action to show my compassion
• Appreciation - I always say thank you to show my appreciation.
• Diversity- I always embrace diversity to strengthen inclusivity and belonging.

Join the team committed to providing the best and safest health and care.