Call Takers Vst and Retrieval Administration Support Officers

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 Victorians, you join a team dedicated to bringing our vision to be a world leading ambulance service to life.

The Complex Care division brings together three statewide services within the Specialist Operations & Communication Division. Adult Retrieval Victoria (ARV), the Victorian Stroke Telemedicine service (VST) and Air Ambulance Victoria (AAV) make up this division.

Many rural and regional hospitals do not have a stroke specialist on site or lack around-the-clock access to stroke expertise. The VST service 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.

ARV provides critical care coordination and advice, retrieval of critical care patients and major trauma advice and referral for adults across Victoria. ARV liaise closely with public and private hospital critical care units (ICU/HDU/CCU/ED) to facilitate access to critical care beds when required. Critical care beds in the state are closely monitored to optimise the use of critical care resources.

**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.

Reporting to the Senior Retrieval Call Taker Team Leader, the Retrieval Administration Support Officer's (RASO) primary objective is to provide efficient and effective call taking, administration and office support to ARV.

Responsibilities of these positions 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/ARV case management systems
- 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 and ARV's professional service
- Work cooperatively in a cross functional team through collaboration and timely sharing of relevant information in pursuit of shared goals
- Assist ARV Clinical Coordinator with case logistics and ARV retrieval tasking

**About you**:

- 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
- 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 Ambulance Victoria**

As a valued member 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 including free on-site parking.

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 are ready to be an integral part in bringing our values of **Care, Accountability, Respect**and** Excellence** to life at AV, we want to hear from you

**Important information**

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct, and Police Checks.

**How to apply**
- Cover letter, including your preference of weekly hours
- Current resume
- A separate document (no more than 2 pages) addressing requirements in the "about you" section of this advertisement