Service Coordinator - National Bowel Screening Programme

Whakarongorau Aotearoa

  • Wellington
  • Excellent CBD fringe location
  • Great progressive team
  • Wellington Based

The National Bowel Screening Programme (NBSP) Senior Service Coordinator role supports the data and process integrity of the National Bowel Screening Programme database through daily activities.

About the role - Atu mo te mahi

This role has a focus on working across the NBSP front line Service Coordination team under the direction of the People Leader. This role will work alongside the front-line team, undertaking regular auditing, supporting the People Leader with team activities, and undertaking more complex work list tasks and database driven activities.

You will do the following:

  • Supports the data administration requirements of the National Bowel Screening Programme through the completion of consent form reconciliations, lab request resends, undertaking work within the database, taking and making calls and performing other daily tasks as directed by their People Leader
  • Provides tier 1 database support for both internal team members and external users of the database and resolves programme queries
  • Undertakes quality call reviews, in internal work audits, documents findings according to Homecare Medical's processes, procedures and provides immediate escalation of any reoccurring errors to the People Leader
  • Acts as the first point of escalation for less experienced team members and provides leadership and guidance when the People Leader is not present
  • Demonstrates being a System Champion (in BSR and or BSP+), completing daily tasks within the database and follows error log management process, responds to frontline database, and processes queries in a timely manner
  • Supports the Data Analyst with follow up work list tasks, and other data related activities
  • Actively supports the System Quality Administrator with database testing and the implementation of quality processes
  • Provides feedback and support to the implementation of improvements and changes within the team

About you - Pehea koe

Qualifications and experience:

  • An understanding of the National Bowel Screening Programme, or other national screening programmes
  • Experience within a call centre environment having used telephone communication skills, including the ability to apply active listening techniques, empathise with callers and clearly and concisely communicate information to callers
  • An understanding of and an ability to work credibly across a range of cultural contexts
  • Proven experience in high quality data entry whilst preserving the highest levels of accuracy and confidentiality
  • Previous experience administering a database to maintain data integrity
  • Strong Microsoft Office software skills
  • Proven experience in using telephone systems
  • Desired, previous experience in a supervisory role

Skills and competence:

  • Adheres to maintaining the confidentiality of personal information accessed as part of their role
  • Strong written and verbal communication skills, which includes demonstrated experience in communicating in a culturally sensitive manner
  • Able to work in an organised and methodical way and quickly learn new processes and adapt within a growing environment
  • Exceptional team player that demonstrates a sense of humour and energy
  • Ability to work effectively within a team with ability to coach and support other team members
  • Analysis and problem-solving skills to identify patterns and draw themes from data sets, and then able to report this back to the People Leader
  • Ability to quickly learn new processes and adapt within a changing environment
  • Displays a willingness to learn and develop self from experiences of peers and managers
  • Works well as part of a team and autonomously to get things done and partakes in creating a welcoming environment for new team members who will join the team

About us - Ko wai hoki

Whakarongorau Aotearoa are privileged to provide the people of Aotearoa New Zealand with professional, quality advice, support and information across a range of health and mental health services including the COVID-19 Healthline. We do this 24 hours a day, seven days a week across seven digital channels. We manage inbound and outbound call centres in Auckland, Wellington, and Christchurch as well as remote teams working from their homes across the country.

Our Values - Ō Tātou Uara

Our ambition is to virtually support people of Aotearoa New Zealand to stay well and connect them seamlessly with care when they need it.

Our values underpin all we do, and how we do it:

  • Do the right thing - Mahia te mea tika
  • Motivated by quality - Hihiri e te kounga
  • Passion for better - Ngākau nui ki te pai ake
  • Shoulder to shoulder - Pokohiwi ki Pokohiwi

Whakarongorau Aotearoa celebrates the success of our staff and is continually looking for ways to strengthen and improve our service. You can also look forward to being part of a growing and well-respected national organisation that celebrates success.

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