COORDINATING AGENT – MRI

VACANCY

MAIN PURPOSE OF THE JOB

The incumbent will be responsible for delivering professional and quality world-class customer service that exceeds both MRI’s corporate standards set out in the service contract signed by MRI and the various customers. He/she will also be responsible for evaluating incoming calls to determine the appropriate level of emergency medical service (EMS) assistance required, dispatching units, transmitting information and messages upon request and/or according to established procedures.

KEY PERFORMANCE AREAS

• Delivers a comprehensive, telephonic and one-stop client service to all clients requiring health information.

• Provides a referral service to clients and doctors.

• Keeps abreast of information pertaining to Health Care delivery (Emergency Medical Services & general medical/nursing patient care) to enhance performance at the medical desk.

• Utilizes medical suitable software programmes (Rapid deploy and Proqa) to enhance quality medical service provision to the client.

• Ensures efficient management logging and resolution of incoming calls as well as timeous feedback to clients.

• Draws daily, weekly and monthly activity reports when required to.

• Promotes quality customer service at all times by providing appropriate medical information to callers at the medical desk (Emergency Medical Services).

• Provides appropriate medical guidance to the Emergency Medical Desk Dispatchers by assisting them in identifying and processing medical calls.

• Maintains confidentiality of client information at all times.

• Liaises with Medical Desk Supervisor, Emergency Medical Services Supervisor and Head of EMS on issues that hamper the efficiency and effectiveness of the medical desk.

• Coaches and/or plans corrective action when supervised subordinates’ skills are sub-standard or not satisfactory.

• Directly manages and supervises Emergency Medical Desk Dispatchers to ensure that the highest levels of customer care are maintained at all times.

• General supervision and monitoring of Emergency Medical Desk Dispatchers in the absence of the Medical Desk Supervisor and/or Head of Emergency Medical Services.

• Manages the medical desk environment professionally at all times.

• Plans staffing for Medical desk and Emergency Medical Desk ensuring that the department is appropriately staffed at all times.