First Contact Coordinator

Employment Type: Permanent Full Time, 38 hours per week
Position Classification:  Senior Administrative Assistant Grade 3
Remuneration:  $77,039 per annum to $78,954 per annum + super and annual leave loading
Location: NSW Ambulance State Operations Centre, Sydney Olympic Park
Closing Date: 7 November 2024

ABOUT US

NSW Ambulance is an integral part of the NSW Health system that must work together seamlessly to deliver services to the community of NSW. We take a values-based leadership approach putting our people at the centre of everything we do, striving to deliver our mission of Excellence in Care through our CORE Values of Collaboration, Openness, Respect and Empowerment. 

Hear what it’s like to work for NSW Ambulance

ABOUT THE ROLE

Join Our Team as a Customer Service Triage Coordinator!

Are you ready to make a real impact in the workplace? We’re looking for an enthusiastic Customer Service Triage Coordinator to be the first point of contact for our employees seeking guidance on Workers' Compensation claims. In this pivotal role, you’ll be the friendly face (and voice!) that connects our employees with the resources they need to navigate the claims process seamlessly.

What You’ll Do:

• Serve as the initial link for employees reporting workplace injuries or incidents, providing compassionate and clear guidance on how to notify and lodge claims.
• Collaborate with our dynamic statewide recovery team to support injured employees on their journey to recovery.
• Act as a crucial liaison with our workers’ compensation claim service provider, ensuring smooth communication and efficient claim processing.

Why Join Us?

• Be part of a supportive and vibrant team dedicated to employee well-being
• Use your problem-solving skills to make a difference in the lives of your colleagues.
• Enjoy opportunities for professional growth and development in a fast-paced environment.

If you are passionate about supporting others and want to be an essential part of building a safe and nurturing workplace, we want to hear from you! Apply today to support a culture of care and recovery!

Please refer to the Role Description and Position Conditions and General Info for further information.

OPPORTUNITIES AVAILABLE (for eligible employees)

Besides your salary, you’ll also have access to:

• A range of leave to support you with your needs out of work including generous paid parental leave, carers leave and more 
• Allocated Days Off (ADO) – once a month take a paid day off (eligible full-time employees)    
• Additional Public Holiday 
• Opportunities for extra tax savings through salary packaging
• Novated leasing – lease a car and pay for all running costs out of your pre-taxed salary (eligible fulltime employees)   
• Extensive staff support programs available to all staff and families – free confidential and professional assistance for staff and their families 
• Fitness passport, and medic-fit gyms at most locations – discounted gym membership that both you and your family can enjoy (eligible employees)
• Health coaching service available to all staff providing individualised support 
• Discounted private health insurance  
• Career development and growth opportunities

ABOUT YOU

To thrive in this role, you should possess the following experience and qualities:

• Ability to excel in a fast-paced, high-volume environment
• Excellent written and verbal communication skills
• Basic understanding of workers' compensation legislation and processes is preferred but not essential
• Ability to navigate conflicting priorities and meet deadlines effectively
• Proven experience in a similar role or in an administrative capacity
• Strong administrative skills with a keen attention to detail

This is an excellent opportunity to develop an understanding of the Recovery Unit and its operations within NSW Ambulance as you participate in a wide range of administrative activities in a fast paced and changing environment.

HOW TO APPLY

Please respond to the below two questions (max 4000 characters including spaces) and submit this with your CV and other required information. If you’d like to discuss the position and role description more before you formally apply, confidential enquiries can be made to Ngaire Fryer on: 

E: ngaire.fryer@health.nsw.gov.au 

Question 1:  Describe a situation where you had to prioritise tasks while also managing your time effectively. What steps did you take, and what was the outcome?

Question 2:  Describe an instance when you had to handle a demanding customer, whether internal or external. How did you make sure their needs were addressed?

Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency. 

Click here for information about eligibility lists and Recruitment Pool use

Click here for information on our Diversity and Inclusion Statement