Clinical Response Operator

**About us**

As part of a global company, Tunstall Healthcare is the market leader of telecare and telehealth solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live in their own home. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families.

**What there is at Tunstall**
- That feel-good feeling to help people who need it
- Great training and onboarding to the team
- Amazing and supportive leaders
- Hybrid remote working opportunities for fully trained staff, who have a strong work ethic, suitable computer equipment and good internet access at their homes.

**Purpose of the role**

The role of Clinical Response Operator is performed by a Registered Nurse and responds to customer needs and enquiries relating to medical alarm assistance, installations, fault resolution and administrative duties - ensuring the highest level of consistent and quality service delivery to clients. Additionally, the role provides nursing support and advice remotely over the phone for contracted clients when escalation is required, there is no direct client contact. This role is primarily a phone-based customer service position with some telehealth nursing responsibilities.

This role is worked within ordinary hours of work for a Nurses Award day worker, which are between 6.00am and 6.00pm, Monday to Friday. We have 2 part-time roles available between 15 to 28 hours per week. The Clinical Response Operator will be required to participate in a rotating on-call roster shared with their colleagues for evenings and weekends, whereby above minimum on-call allowance rates are paid.

**Responsibilities**
- Respond to incoming alarm, telephone and video calls
- Ascertain the nature of client requests and action appropriately, according to policies and procedures
- Process the installations, programming and pendant testing of all emergency alarm units
- Provide remote nursing care and health support services according to service deliverables for required Tunstall contracts as needed
- Provide assessment, care and interventions to clients consistent with the employee’s experience and training within Tunstall’s quality and clinical governance framework

**Experience and Requirements**
- Experience as a Registered Nurse with relevant tertiary-level qualifications
- Must be an Australian or New Zealand citizen who is licensed to practice by the Australian Health Practitioner Regulation Agency (APHRA) or New Zealand Nursing Council (NZNC)
- Strong communication and interpersonal skills - we are looking for a ‘people person’
- A problem solver who can tailor responses to suit the needs of the situation and the contracted services
- Proven experience in customer service and exceptional listening skills
- Excellent resilience
- Ability to think on the fly and make decisions for situations as they arise
- Computer literate, with the ability to pick up new systems quickly and accurate typing skills
- Someone who is looking for the long-term career stability that we can provide

**Why us?**
- Above Award rates paid
- Great induction and orientation process to welcome you onboard
- Free onsite and close-by street parking
- Opportunities for training and development
- Fun and regular staff events - we love food
- Onsite gym and coffee machine
- Instant and yearly recognition awards
- Warm and friendly culture
- Free counselling service
- Discounts and benefits

**Diversity & Inclusion**

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. Each Tunstall colleague has a superpower they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.