Introduction
We are seeking a dedicated and compassionate Agent Call Center Layanan Gawat Darurat to join our emergency medical response team in Jakarta. This critical role involves handling life‑saving calls from citizens across Indonesia, providing immediate medical triage, and ensuring rapid coordination with our network of Patient Support Centers (PSC). The ideal candidate is a male professional with a minimum of a D3/D4 qualification in Nursing or Midwifery, who thrives in a fast‑paced, shift‑based environment and possesses at least one year of proven call‑center experience.
Responsibilities
- Answer emergency calls 24/7 from the public, maintaining a calm and reassuring tone.
- Quickly assess the nature of each emergency using standardized medical triage protocols.
- Provide immediate first‑aid instructions and guidance to callers while awaiting further assistance.
- Connect callers to the nearest Patient Support Center (PSC) for on‑site medical intervention.
- Document each call accurately and report critical incidents to the supervising medical officer (SPV dokter).
- Collaborate with dispatch teams, ambulance services, and hospital liaisons to ensure seamless patient hand‑over.
- Participate in regular training sessions on updated emergency procedures, communication techniques, and health regulations.
- Monitor call‑center performance metrics, identify areas for improvement, and suggest process enhancements.
- Adhere to data privacy and confidentiality standards, safeguarding patient information at all times.
Requirements
- Minimum education: D3 in Nursing or Midwifery (D3/D4 accepted).
- Gender: Male (as specified by the operational guidelines).
- At least 1 year of experience as an operator or call‑center agent, with verifiable reference letters or work permits.
- Excellent verbal communication skills in Bahasa Indonesia; clear diction and the ability to convey complex medical information simply.
- Strong listening abilities, empathy, and the capacity to remain composed under high‑stress situations.
- Proficiency with call‑center software, CRM systems, and basic computer applications.
- Willingness to work rotating shifts, including nights, weekends, and holidays (Monday‑Sunday, 00:00‑23:59 coverage).
- Physical and mental stamina to handle prolonged periods of phone interaction and rapid decision‑making.
Benefits
- Competitive salary with shift differentials and overtime compensation.
- Health insurance coverage including medical, dental, and vision benefits.
- Professional development allowances for certifications in emergency medical response and communication skills.
- Paid leave, including annual vacation, sick days, and emergency bereavement leave.
- Uniform provision and necessary protective equipment.
- Access to employee assistance programs for mental health support.
- Opportunities for career advancement within the national emergency services network.
About Company
Our organization is a leading provider of emergency medical services in Indonesia, operating a nationwide network of call centers, ambulances, and specialized medical teams. We are committed to delivering rapid, high‑quality care to every individual in need, regardless of location. By integrating advanced communication technology with skilled healthcare professionals, we ensure that emergency calls are transformed into swift, coordinated actions that save lives. Joining our team means becoming part of a purpose‑driven culture that values teamwork, continuous learning, and unwavering dedication to public health and safety.
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