SPGDT/Emergency Call Center

About the role

This role involves answering and responding to incoming emergency and referral calls promptly, accurately, and professionally, performing initial phone screening to gather patient information, assessing urgency, and relaying basic pre-arrival instructions when necessary.

Key responsibilities

• Answer and respond to incoming emergency and referral calls promptly, accurately, and professionally

• Perform initial phone screening to gather patient information, assess urgency, and relay basic pre-arrival instructions when necessary

• Coordinate ambulance dispatch and communicate closely with the Emergency Department (ED) and medical teams regarding incoming patients

• Manage incoming and outgoing patient referral administration via SPGDT/SISRUTE and monitor real-time hospital bed availability

• Maintain accurate documentation of all call logs, dispatch times, and patient referral records in the hospital system

Requirements

• Minimum Diploma (D3) in Nursing or Midwifery

• Fresh graduates are welcome to apply (prior internship or experience in hospital customer service/emergency unit is a plus)

• Good communication skills in Indonesian and English (both verbal and written) to effectively assist local and international patients/callers

• Clear voice projection, empathetic, adaptive, and able to remain calm and decisive under high-pressure situations

• Computer literate (Ms. Office) and comfortable operating Hospital Information Systems (HIS) and multi-line telecommunication tools

• Willing to work in rotating shifts (including nights, weekends, and public holidays)