Service Coordinator - National Bowel Screening Programme

About the role

Whakarongorau Aotearoa, a social enterprise and virtual health and social services organisation, is recruiting a Service Coordinator for its National Bowel Screening Programme in Wellington. The coordinator supports eligible participants and their whānau through the screening pathway, manages calls, verifies details and maintains records, with a focus on building trust and encouraging participation in a culturally appropriate way, especially with Māori and Pacific communities.

Key responsibilities

• Respond to inbound and outbound communications about participation in the National Bowel Screening Programme
• Provide clear, accurate information and support participants and their whānau through the screening pathway
• Encourage participation respectfully and culturally appropriately, with a particular focus on Māori and Pacific communities
• Verify participant details and record interactions and updates accurately in programme systems
• Identify participants 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

Required profile

• People-focused professional who enjoys connecting with people from diverse backgrounds and communicating complex information clearly and compassionately
• Organised, resilient and solutions-focused, with a high level of accuracy and professionalism
• Experience in a contact centre, customer service or similar phone-based environment
• Experience managing high call volumes while navigating systems and documenting information accurately
• Understanding of Te Ao Māori and Pacific cultures, particularly Samoan and Tongan cultures

Required skills

• Call centre software and Microsoft Outlook, Excel and Word
• Active listening and communication skills, with strong problem-solving abilities
• Ability to learn new processes quickly and work independently and in a team

What we offer

• A supportive office environment with a social atmosphere
• Ongoing development and learning opportunities
• Wellbeing support including EAP
• Exclusive discounts with Boost and Samsung