Service Coordinator - National Bowel Screening Programme

Company Description

To tatou tikanga | Our Culture

Our kaimahi (employees) are passionate people, each driven to contribute to better health outcomes, with a focus on people experiencing inequity. We are focused on hiring kaimahi who live and work in the communities they serve.

Whakarongorau Aotearoa (Whakarongorau) is committed to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

We are committed to ensuring our workforce reflects the community we support.

Ko wai mātou | About us

Whakarongorau, a social enterprise, is a virtual health and social services organisation with a proven record of connecting people seamlessly with care when they need it.

Whakarongorau aims to be there when face to face health and social services cannot, providing consistent, clinically supported access to services for those in need or when people are unable to access other options due to location, time of day, financial or cultural barriers.

Job Description

Mō tēnei tūranga | About the role

As a Bowel Screening Service Coordinator, you will support eligible participants and their whānau through the National Bowel Screening Programme. You will manage inbound and outbound calls, provide clear and reliable information, verify participant details, maintain accurate records, and help people progress through the screening pathway. A key focus of this role is building trust and encouraging participation in a culturally appropriate way, particularly with Māori and Pacific communities.

Ngā haepapa matua | Key responsibilities

• Respond to inbound and outbound communications about participation in the National Bowel Screening Programme
• Provide clear, accurate information and support eligible participants and their whānau through the screening pathway
• Encourage participation in a respectful and culturally appropriate way, with a particular focus on Māori and Pacific communities
• Verify participant details and accurately record interactions and updates in programme systems
• Identify when a participant is not progressing as expected and escalate or refer them to the appropriate service
• Work with health sector stakeholders, including laboratories, GPs and other health services, to support timely participant progression

Ngā hua mōu | What's in it for you

• Enjoy a supportive office environment with a social atmosphere
• Grow your career with ongoing development and learning opportunities
• Be part of a collaborative team working towards better health outcomes for all of Aotearoa
• Wellbeing support including EAP
• Access exclusive discounts with Boost and Samsung

Qualifications

Mōu ake | About you

You are a people-focused professional who thrives on supporting others and making a meaningful difference. You enjoy connecting with people from diverse backgrounds, can communicate complex information in a clear and compassionate way, and understand the importance of cultural safety and equity in healthcare. You are organised, resilient, and bring a positive, solutions-focused approach to your work while maintaining a high level of accuracy and professionalism.

Ōu wheako ōu mātauranga hoki | Qualifications and Experience

• Experience in a contact centre, customer service or similar phone-based environment
• Experience managing high call volumes while navigating systems and documenting information accurately
• Experience using call centre software and Microsoft Outlook, Excel and Word
• Exposure to clinical terminology or working with healthcare professionals would be an advantage

If you're excited about this role and think you have what it takes, but your experience doesn't align 100%, we still want to hear from you and would encourage you to apply. 

Ōu āheitanga ōu pūkenga hoki | Skills and Competence

• Strong active listening and communication skills, with the ability to explain information clearly and concisely
• Ability to build rapport quickly and respond to challenging conversations with empathy and professionalism
• An understanding of Te Ao Māori and Pacific cultures, particularly Samoan and Tongan cultures
• A highly organised and methodical approach, with excellent attention to detail
• Sound problem-solving skills and the ability to identify patterns or issues in participant information
• Ability to learn new processes quickly, adapt to change, and work both independently and as part of a team
• Whakarongorau Aotearoa acknowledges Mana Māori and mātauranga Māori as a professional skill set

Additional Information

Ō mātou uara |Our values

E kimi ana mātou i ētahi tangata e kaha whakanui i ēnei uara - We are looking for people who align naturally with these values and will champion them

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