Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.Job SummaryThe Central Communications Operator is responsible for handling all internal and external inquiries related to locating physicians/staff/patients via face-to-face interaction at the Information desk or via phone. Central Communications provides information to the public regarding clinic locations, operational hours and guides them to available resources to support their inquiries. Central Communications supports internal operations by providing emergency team activation, transferring calls, alerting on call team members and after-hour contractor/vendor support.Primary ResponsibilitiesCentral Communications is responsible for providing information to internal teams to appropriately route calls and alert staff on call. They provide sleep room access to on call staff through badge sign out and support numerous departments with key access to areas throughout the organization. Central Communications is accountable for initiating the response to all Emergency Codes/situations immediately and supporting departments with on call and emergent escalations. The Operators support patients and visitors that are coming into the organization, answering inquiries and directing them where to go.Skills & Abilities
Minimum of 1 year current related experience in a Call Centre environment
Previous experience in a hospital setting is an asset
Previous experience on a console and paging system is an asset
Demonstrated ability in interpersonal and communication skills
Demonstrated professional and courteous telephone mannerism
Demonstrated knowledge and understanding of hospital information systems
Demonstrated knowledge of Environmental Services, Transport and Linen departments is an asset
Regular attendance is a requirement of the position as is the ability to work shift work, weekends and overnights to accommodate specific components of the job
Demonstrated knowledge of confidentiality and FIPPA laws that apply to hospitals
Demonstrated excellence in communication, both written and verbal
Demonstrated problem assessment skills
Demonstrated commitment to customer service and teamwork
Demonstrated individual leadership skills
Commitment to providing an exceptional experience for patients and families as well as other members of the healthcare team within a challenging and exciting health care environment
Demonstrated commitment to, and understanding of the principles of diversity, equity and inclusion
Models behaviour that is aligned with the values of Southlake Regional Health Centre
Always with compassion
Power of many
Serve with purpose
Every voice matters
Qualifications
Minimum Grade 12 education
Graduate from a Community College course in 911 and Emergency Services Communications preferred
Regular and reliable attendance is an expected requirement of this position.At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.Please note: If you are selected to move forward in the recruitment process, a Southlake Talent Representative will contact you via email. Please double check any emails you receive from Southlake and ensure that the address ends in @southlakeregional.org or @southlake.ca. If it does not, we do not recommend responding as your email may not be sent to the Southlake team.
