Emergency Resource Officer

About the role

Mediclinic’s ER24 Contact Centre is looking for an Emergency Resource Officer to receive, capture and prioritise all incoming interactions across multiple platforms. The role supports clients with a wide range of requests, ensuring accurate and timely assistance in a high‑pressure medical environment.

Required profile

• Education: Minimum Grade 12; a post‑metric 1‑year certificate (NQF level 5) in Contact Centre is preferred.
• Experience: At least 2 years in an omnichannel Customer Service Contact Centre; 3 years preferred.

Required skills

• Proficiency with Contact Centre systems and call‑handling, triage and escalation protocols.
• Computer literacy, including Microsoft Office and intranet applications.
• Knowledge of incident logging, case‑management processes and emergency care (including international patient care).
• Understanding of patient confidentiality, POPIA and information security requirements.