Emergency Operations Centre Co‑ordinator

About the role

The Emergency Operations Centre (EOC) Co‑ordinator will uphold high standards of service and work ethic within Netcare 911's Sunninghill office. The role ensures effective customer relations and seamless handling of emergency and priority calls for Netcare and Netcare 911 clients and stakeholders.

Key responsibilities

• Answer, record, and route incoming calls in line with Standard Operating Procedures (SOPs).
• Manage high‑acuity caller engagements and ensure one‑call resolution where possible.
• Capture accurate data in the ICT system and maintain functional IT tools.
• Calculate cost estimates for private patients and provide feedback to clients or hospitals.
• Recognise and escalate major incidents and operational irregularities.
• Accept overflow calls and transfer them via appropriate hunting lines.
• Verify client information using provided databases and tools.
• Maintain knowledge of company structure, products, policies, and registered client procedures.

Required profile

• Strong understanding of emergency call handling processes and SOPs.
• Ability to work under pressure while maintaining accuracy and professionalism.
• Excellent customer service orientation and communication skills.
• Familiarity with ICT systems used for call logging and data capture.

Required skills

What we offer

• Opportunity to work in a purpose‑driven health organisation.
• Engagement with a diverse team focused on safe, high‑quality patient care.