The Mackenzie Health Call Centre provides 24x7 operations answering internal locating calls as well as external callers’ inquiries. The Telecommunications Representative is responsible for effectively and efficiently handling internal and external telephone calls and initiating emergency codes, directly contributing to a positive experience and safe environment for patients, staff, and visitors.
Primary Responsibilities
- Assists patients, staff, and visitors via phone by:
- Placing, directing, transferring calls using multi-lines
- Providing information, direction and facilitating arrangements for other forms of assistance.
- Monitor emergency panels and initiate emergency response calls, including notification to Emergency Services if required.
- Operate the internal paging system as required.
- Monitor fridge and food alarms and escalate to appropriate unit for action.
- Performing other duties as required.
- Working in a manner that is in compliance with staff and patient/client safety practices, policies, and procedures of Mackenzie Health.
What must you have?
- Completion of Ontario Secondary School Diploma required.
- Minimum 3 to 5 years of customer service experience required.
- Demonstrated excellent oral and written English communication and reading skills in order to effectively communicate and/or respond to patient, visitor, or staff inquiries as required.
- Proven innovation in problem solving with the ability to think critically and conflict resolution skills required.
- Demonstrated flexibility as it relates to hours of work, must be available to work weekends, statutory holidays and to provide ad-hoc coverage as required.
What else do you bring?
- Keyboarding (>40 wpm) with working knowledge Microsoft Office software, including composing emails with a high level of accuracy.
- Demonstrated ability to work well independently and as part of a team in a demanding environment.
- Ability to work well under pressure working accurately.
- Excellent interpersonal and customer service skills with proven success in working in a team environment.
- Well-developed organizational skills with the ability to work in a fast-paced environment and prioritize tasks appropriately.
- Ability to maintain composure while performing multiple tasks.
- Maintaining strict patient confidentiality per hospital policy.
- Proven attendance record.
- Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
- Ability to perform the essential duties of the job.
- Effectively uses empathy in interactions with others and demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
- Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
- Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
Preferably, your profile also includes:
- Previous experience within the Telecommunications classification.
- Completion of Post- Secondary Education in 911 Emergency and Call Centre Communication preferred.
- Minimum 1-2 years of recent call centre experience required (hospital environment preferred).
- Knowledge of switchboard & locating tools and processes, such as Cisco Finesse, Vocera, Epic, TDSS, HIPPO & Emergency Code panel preferred.
*This position is represented by OPSEU.
*You may be required to work at any site of Mackenzie Health.
