Overview
Clinix Health Group is seeking a skilled and professional Call Centre Agent to join its operations at the Clinix Solomon Stix Morewa Memorial Private Hospital in Sandton. This role plays a critical part in ensuring effective communication between patients, emergency medical services, and internal departments. The successful candidate will be responsible for handling inbound customer and emergency-related calls, providing accurate information, and ensuring all interactions meet Clinix Health Group’s quality, safety, and service excellence standards.
Reporting to the Fleet and EMS Manager, the Call Centre Agent will operate within a 24/7 environment and must be able to remain calm, focused, and professional under pressure. This position requires strong communication skills, attention to detail, and the ability to manage sensitive situations while maintaining patient confidentiality and adherence to healthcare regulations.
Minimum Requirements
- Grade 12 (Matric) qualification
- Minimum of 3 years’ EMS call centre experience
- Ability and willingness to work shifts, including nights, weekends, and public holidays
- EMS Call Centre experience (advantageous)
- Basic Life Support (BLS) certificate (advantageous)
- Strong understanding of customer service principles within a healthcare environment
Key Competencies and Skills
- Computer literacy and ability to operate call logging and dispatch systems
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Ability to remain calm and professional in emergency situations
- High level of accuracy and attention to detail
- Problem-solving and decision-making abilities
- Ability to de-escalate challenging or distressed callers
- Strong organisational and documentation skills
- Teamwork and collaboration across departments
Responsibilities
- Receive and manage inbound telephone calls on a 24/7 basis, including emergency and non-emergency calls
- Respond to customer enquiries and emergency situations using Emergency Medical Dispatch procedures
- Accurately assess caller needs and capture essential information into the computer-aided dispatch system
- Assign calls to the appropriate dispatcher while maintaining professionalism and courtesy
- Provide callers with accurate, clear, and timely information regarding services and procedures
- De-escalate situations involving distressed or dissatisfied callers, offering reassurance and support
- Guide callers through troubleshooting processes and available CHG services
- Complete and maintain all required documentation in line with standard operating procedures
- Ensure accurate record keeping relating to calls, inter-hospital transfers, patient care, and service logs
- Follow up on customer calls where required to ensure resolution and service satisfaction
- Identify trends in call data and report relevant findings to the EMS and Fleet Manager
- Liaise with other service agencies and internal departments to ensure coordinated service delivery
- Maintain awareness of all services offered by Clinix Health Group
- Adhere strictly to CHG quality standards, healthcare regulations, and confidentiality requirements
Important Notes
This position operates within a 24-hour shift environment Only applicants who meet the minimum requirements will be considered Shortlisted candidates may be required to undergo background and competency assessments Clinix Health Group is committed to employment equity and diversity
🧾 ATS-Friendly CV Guide
In today’s digital job market, most companies use Applicant Tracking Systems (ATS) to screen CVs before human eyes ever see them. These systems are designed to scan documents for keywords, structure, and formatting that align with the job description. An ATS-friendly CV improves your chance of getting past automated filters and landing an interview. Whether you are applying for the Call Centre Agent Healthcare Sandton position at Clinix Solomon or another opportunity, your CV must speak both to machines and people. This guide walks you through proven strategies to optimize your CV from top to bottom, offering practical examples, formatting tips, and best practices to maximize your success.
1. ✅ CV Structure
- Header: Example — Thabo Khumalo | 0612 74 1234 | [email protected] | Randburg, South Africa.
- Professional Summary: Tailored to the role. E.g., “Motivated customer service agent with 3+ years’ experience in retail and a track record of increasing client satisfaction scores by 25%.”
- Key Skills: Include 6–10 bullet points. E.g., Point of Sale (POS) systems, Inventory control, Conflict resolution, Merchandising, SAP, Microsoft Excel.
- Work Experience: Reverse-chronological. Example:
- Retail Assistant | Bradlows | Jan 2022 – Present
- • Assisted 40+ daily customers with purchases and queries.
- • Maintained 98% shelf availability by overseeing stock rotation.
- Education: Highest level first. E.g., “Diploma in Business Management, UNISA, 2021.”
- Certifications: “Occupational Health and Safety, 2023 (SASSETA)”
- References: “Available upon request” unless stated otherwise in job ad.
2. 🖋️ Typography & Formatting
- Font Choice: Use clean fonts like Arial, Calibri, or Helvetica — ATS systems can misread decorative fonts.
- Font Size: Body text should be 10.5pt–12pt; Headings 14pt–16pt for readability and emphasis.
- Spacing & Margins: Use 1.15–1.5 line spacing. Keep margins at 0.75–1 inch. This ensures text isn’t cramped and is easy to scan.
- Avoid: Tables, columns, headers/footers, text boxes — most ATS software can't interpret them properly.
- File Format: Save your CV as a PDF or DOCX — PDF preserves formatting across devices, DOCX is often required by ATS platforms.
3. ✏️ Content Best Practices
- Mirror Job Language: If the ad says “inventory management,” use that term instead of synonyms like “stock control.”
- Quantify Achievements: Numbers give weight. E.g., “Managed R50,000 monthly inventory with < 2% loss.”
- Tailor for Each Job: Don't send the same CV to every employer. Highlight different skills depending on the job ad.
- Be Clear, Not Clever: Avoid vague buzzwords. Say what you did and how it helped your company.
- Proofread! ATS won't reject for spelling — but hiring managers will. Use tools like Grammarly or Hemingway.
4. 📷 Photo?
- Photos are discouraged unless required. ATS software can’t read them and they can add bias.
- If required (e.g., acting, modeling), choose a neutral background, natural lighting, and professional attire.
- Ensure file size is small if embedded. Avoid image-heavy CVs as they increase loading time.
5. 🔍 ATS Keyword Optimization Tips
Copy the exact job description and extract nouns and verbs that repeat. For example, for a Retail Assistant post: “customer service,” “cash handling,” “inventory,” “POS,” “stocktaking,” “sales target,” “merchandising,” and “teamwork.”
6. ✅ Dos and ❌ Don’ts of ATS CVs
- ✅ Use job-relevant keywords
- ✅ Keep formatting simple and consistent
- ✅ Quantify wherever possible
- ❌ Don’t include tables or graphics
- ❌ Don’t submit images or logos
- ❌ Don’t use colored or stylized fonts
7. 💾 File Naming & Saving Tips
- Name format: YourName_Call Centre Agent Healthcare Sandton_CV.pdf
- Save as PDF unless job ad specifies otherwise
- Avoid spaces in filenames: Use underscores instead
- Check file size — keep it under 2MB
8. 🧠 More about ATS
Your CV is the first impression recruiters and ATS software get of you. To pass the ATS filter, you must optimize your CV with clean formatting, appropriate keyword use, and targeted content. Focus on clearly structuring each section: headline, summary, skills, work experience, education, and certifications. Customize the content for every role by mirroring the terminology and phrasing used in the job advert. Quantify achievements wherever possible. Format with simplicity — avoid graphics and stick to standard fonts. Proofreading is non-negotiable: even small typos can disqualify you. Save and name your file properly to avoid compatibility issues. Remember, your CV must be easily readable by both algorithms and humans. By applying the principles in this guide, you will greatly improve your chances of being shortlisted for interviews and finding the right role for your skills.
Professional Summary Example
Dedicated and service-oriented Call Centre Agent with over three years of experience in EMS and healthcare call centre environments. Highly skilled in managing high volumes of inbound emergency and non-emergency calls while maintaining accuracy, professionalism, and composure under pressure. Demonstrates strong knowledge of Emergency Medical Dispatch procedures, customer service principles, and healthcare communication standards, with a proven ability to prioritise calls and respond effectively to urgent situations.
Detail-oriented and reliable professional with excellent verbal and written communication skills, supported by strong computer literacy and documentation accuracy. Experienced in de-escalating distressed callers, coordinating with dispatchers and emergency response teams, and ensuring compliance with organisational policies and healthcare regulations. Committed to confidentiality, service excellence, and continuous improvement, with a strong ability to work shifts and contribute positively to multidisciplinary healthcare teams.
How to Apply
Interested candidates should submit a comprehensive CV demonstrating relevant call centre and EMS experience. Applications must be submitted on or before 23 January 2026. Late or incomplete applications may not be considered.
