We are currently recruiting for Registered Nurse positions.
The role of a Customer Care Registered Nurse is varied.
Core duties
- Assist customers who are unwell or injured whilst overseas or away from home
- Receive incoming calls and make outgoing calls from our contact centre
- Provide expert knowledge to guide the management of medical cases
- Obtain medical information by phone; review medical information received in writing
- Liaise with Customer Care medical consultants
- Provide excellent customer service
- Work as a vital part of a diverse team of emergency assistance staff
Specific duties
- Review new medical cases
- Plan case management of medical cases
- Contact treating doctors and allied health professionals overseas to obtain customer medical information, working through interpreters where required
- Prepare documents to request medical information from relevant parties
- Review medical reports
- Conducting nursing assessments by telephone
- Document all conversations by typing notes
- Assess the standard of medical facilities available in second and third world locations
- Escalate cases where necessary
- Manage urgent evacuations (air ambulance transfer) and planned repatriation (commercial airline transfer)
- Liaise with air ambulance companies and retrieval staff
- Prepare airline medical clearance forms and liaise with special handling departments of commercial airlines.
Additional duties
- Organise doctor’s appointments, hospital admissions and ambulance transfers
- Liaise with the Department of Foreign Affairs and Trade and overseas consular offices
- Receive incoming calls and open new medical and non-medical cases
- Obtain information from customers regarding the circumstances of events, contact details and travel information
- Provide referrals to medical facilities
- Provide general policy advice to customers
- Transfer calls or refer customers to appropriate contacts such as airlines or credit card providers
- Liaise with insurance claims officers and create reports for travel insurance claims department
- Act as registered nurse escort to transport patients on a rotation basis.
Further details
We’re looking for Tier 1 registered nurses from a varied background with a minimum of three years postgraduate experience.
For our Tier 2 registered nurse roles we’re looking for nurses from an acute care, intensive care or emergency background. We employ nurses with at least five years postgraduate experience and recent clinical experience. Salaries are based on years of service and award provisions.
All nurses initially come on board as registered nurses. Promotion to senior registered nurse is based on experience and performance in the role.
All registered nurses need to maintain a current registration with the Nurses Registration Board of NSW.
Working hours
All permanent staff (including full-time, part-time and night shift staff) work 12-hour shifts. This comprises of 11 hours work and a one-hour meal break.
Training
All new staff undertake an extensive induction and training program when they begin (duration approximately six weeks). During this induction the working hours are Monday to Friday with shifts between the hours of 8.30am and 11.00pm.
RECRUITMENT PROCEDURE
The recruitment process for positions is as follows:
- To apply email your resume to: jobs@customercare.com.au
- If successful, initial telephone interview with Learning and Development Manager
- Face to face interview with the Medical Director and the Operations Manager
- Two Reference checks
- Background check including work permit check and police check
For further information contact:
The Learning and Development Manager
Customer Care
Phone: 02 8907 5803
Email: jobs@customercare.com.au