Vst Call Taker

At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to the Victorian public, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.
Many rural and regional hospitals do not have a stroke specialist on site or lack around-the-clock access to stroke expertise. The Victorian Stroke Telemedicine (VST) service is unique within Australia and provides treatment advice and management for patients who present to VST participating hospitals with suspected stroke symptoms across Victoria and North-West Tasmania. VST is a virtual service which enables cross organisational collaboration to ensure stroke patients receive the best possible care no matter their location.
An opportunity exists to become a valued member of the VST team. VST are seeking a permanent part-time Call Taker who is available to work up to 49 hrs per fortnight on a rotating roster. Shifts are currently rostered between the hours of 0800 and midnight, seven days a week and is based at a new AV facility within Essendon Fields. On the job training will be provided to the successful candidate.
About the role
Reporting to the Manager VST, the Call Taker VST is the first point of contact for VST telephone referrals and works closely with our team of Neurologists/Stroke Specialists to provide timely and efficient call taking, administration and office support.
The responsibilities of this position include, but are not limited to:

• Respond appropriately to queries, provide information, standard services and refer callers as guided by procedures and policy
• Collect required material and complete live data entry of case information into the VST case management system
• Finalise and distribute relevant and accurate documentation relating to VST referrals
• Communicate any identified best care and patient focussed opportunities, and systems and process improvements that would enhance VST's professional service
• Work cooperatively in a cross functional team through collaboration and timely sharing of relevant information in pursuit of shared goals

About you
The ideal candidate has:

• A qualification in business administration or health care (desirable)
• Demonstrated experience and expertise in providing telephony and administrative support in a customer service environment, preferably within the healthcare sector
• Proven experience and proficiency in using customer/patient management systems and Microsoft Office suite applications
• Effective interpersonal skills to gain acceptance and support of ideas, and the ability to modify style to accommodate situations, tasks and individuals
• Ability to operate under pressure in a stressful environment and work effectively within tight timelines
• Judgement and maturity to ensure matters of a confidential or sensitive nature are handled and dealt with appropriately and diplomatically

Working at AV
As a valued employee of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits.
We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you!
Successful applicants need to provide evidence of having received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.
This position is graded an ACS3 under the Ambulance Victoria Enterprise Agreement (AVEA) 2020.
How to apply
Your application will form an integral part of the selection process and should be of a high quality including:

• Cover letter
• Current resume
• Separate document addressing the selection criteria (detailed under ‘Key Selection Criteria' in the position description) (no more than 2 pages).

Applications must be submitted by 11.59pm on Tuesday 16 January 2024 by clicking ‘apply'. Applications must be submitted via the AV Careers website to be considered. Emailed applications will not be accepted.
Refer to the ‘Applying for a position with Ambulance Victoria' document for further information. For any queries, please email or contact us 03 9840 3653.
At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.