Communications Operator

Sinai Health System; Toronto; On-site; CAD 60,000 - 80,000; Part time

Job summary

An established healthcare provider seeks a dedicated Communications Operator to enhance the hospital's communication network. This pivotal role involves managing calls, providing critical information, and ensuring seamless communication between patients, staff, and emergency services. In a fast-paced environment, your multitasking abilities and strong interpersonal skills will shine as you handle emergency situations with composure and clarity. Join a team committed to delivering exceptional patient care, where your contributions will directly impact the quality of service provided. If you're ready to take on this rewarding challenge, apply now and be part of a vital healthcare mission.

Qualifications

• 1 year recent customer service experience required.
• Proficiency with multi-line phone systems is essential.

Responsibilities

• Answer and redirect incoming calls on the main switchboard.
• Communicate Emergency Codes throughout the hospital.

Skills

Interpersonal Skills

Communication Skills

Multitasking

Critical Thinking

Customer Service

Time Management

Education

High School Diploma

Conflict Resolution and Customer Service Course

Tools

CISCO Unified Attendant Console

Microsoft Office (Word, Excel, Access)

Meridian Phone Systems

Job description

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Job Type: Regular Part Time

Organizational Department: Sinai Health -> Mount Sinai Hospital -> Locating & Switchboard

Employee Group: CUPE

Location: Mount Sinai Hospital Campus - Toronto, ON M5G 1X5 CA (Primary)

Travel Requirement: Must be available for all shifts, including Days, evenings, weekends, nights and stat holidays

Salary Scale: 2023 CUPE CU06: 23.924 - 26.119

Job Description:

Are you ready to play a pivotal role in our hospital's communication network? As a Communications Operator at Mount Sinai Hospital, you'll be integral to maintaining the flow of information and connecting patients, staff, and the public. This role offers a unique blend of dynamic problem-solving and critical thinking in a high-paced setting where every call matters. You'll gain valuable experience with technologies like the CISCO unified attendant console and public address systems, while also honing essential skills in multitasking, critical thinking, and teamwork. Whether you're providing information or handling emergency codes, your work will directly contribute to the hospital's mission of delivering exceptional patient care.

Is this you?

Are you a calm and composed individual who excels in challenging situations? You are the kind of person who can maintain clarity and focus even in fast-paced scenarios. Your ability to think quickly and make sound decisions is invaluable, especially when handling emergency calls. You have a knack for multitasking, which enables you to seamlessly switch between managing calls, operating communication systems, and coordinating with hospital staff.

You are a compassionate communicator, understanding the importance of empathy and patience when interacting with patients, families, and medical professionals. Your exceptional listening skills ensure that you accurately assess and relay critical information, making sure every call is handled with care and precision. Your dedication to providing clear and concise information is a testament to your commitment to great customer service.

About the Switchboard and Locating team:

The Switchboard and Locating team at Mount Sinai Hospital serves as the central communication hub, supporting all hospital departments, affiliated sites, and external emergency services. We provide general information, on-call paging, and coordination, ensuring that staff and patients receive prompt assistance.

Operating 24/7, our team manages over 3,000 calls daily, including more than 800 Emergency Code calls annually. We are committed to ensuring smooth communication across the hospital, addressing every request with precision and care. As live operators available around the clock, we play a crucial role in delivering exceptional patient care and support.

In this role you will:

1. Answer and redirect incoming calls on the main switchboard, Patient Inquiry Line and Locating (paging hospital staff)
2. Provide coverage at the Information Reception Desk
3. Page staff through on call database in accordance to 24 hour on call schedules
4. Communicate Emergency Code throughout hospital according to established policy/procedures
5. Complete departmental incident reports as required
6. Complete incident reports for all complaints and concerns raised by callers and forwards to Supervisor for follow up
7. Log all physician pages and outgoing long-distance calls per established policies and procedures
8. File departmental reports as needed
9. Assist with the orientation and training of new staff as assigned
10. Perform other duties as assigned

Job Requirements:

Mandatory:

1. Successful completion of high school diploma
2. 1 year recent customer service experience and proficiency with multi-line phone systems and unified attendant console applications

Preferred:

1. Successful completion of a Conflict Resolution and Customer Service course
2. Proficiency in Microsoft Office (Word, Excel and Access)
3. Experience with Meridian and/or Cisco phone and unified attendant console computer applications

Skills and Knowledge:

1. Demonstrates strong interpersonal skills
2. Strong communication skills both verbally and written
3. Demonstrated ability to work independently and as a team player in a challenging and changing environment
4. Ability to work in a fast paced, stressful environment
5. Ability to multi-task with excellent time management and organizational skills
6. Demonstrated satisfactory work performance and attendance history

If this sounds like you and you feel ready to build your career within health care information and communication services, apply now and let us know why you’d be a great addition to our team.

Open Date: 2/5/2025

Posting Deadline: 2/19/2025

All applications must be submitted by no later than 4:00pm of the posting deadline date.

Employment at Sinai Health is conditional upon the verification of credentials, completion of a health review, and demonstrating proof of immunity and vaccination status of vaccine-preventable diseases. All employees and affiliates will follow safe work practices and comply with health and safety policies, procedures and training. If you believe you are one of the very few people who may require an exemption from vaccination, supporting medical information must be submitted to our Occupational Health department, who will review and assess.

Sinai Health is comprised of Mount Sinai Hospital, Hennick Bridgepoint Hospital, Lunenfeld-Tanenbaum Research Institute and our system partner Circle of Care. We deliver excellent care in hospital, community and home, focusing on the comprehensive needs of people. Sinai Health discovers and translates scientific breakthroughs, pushes boundaries for health solutions and educates future clinical and scientific leaders. Clinical areas of specialization include rehabilitation and complex continuing care, surgery and oncology, urgent and critical care, and women’s and infants’ health. The Lunenfeld-Tanenbaum Research Institute ranks among the top ten biomedical research institutes in the world. Sinai Health is a full affiliate of the University of Toronto.

As an equal opportunity employer who understands that diversity enriches our community and culture, we invite applications from all qualified candidates including Indigenous Peoples, racialized people, disabled people/people with disabilities, women, and members of 2SLGBTQIA+ communities. If you require accommodation(s) due to disability at any point during the application and hiring process, please contact 416-586-4800 ext. 7050, or email [e-mail].