Intake Operator

Winnipeg Regional Health Authority; Winnipeg; On-site; CAD 35,000 - 48,000; Full time

Job summary

Winnipeg Regional Health Authority is seeking an Intake Operator for the Provincial Health Contact Centre Team. You will provide a single point of contact for clients and service providers, recording and processing requests and making referrals per established procedures.

Strong communication and accuracy are essential. The role requires two years in a contact centre, healthcare exposure is an asset, and a Grade 12 with related diplomas or university coursework is preferred.

Qualifications

• Two years’ related experience in a contact centre required.
• Health care experience is an asset.
• Typing speed of 30 wpm.
• CPR training per employer policy.
• Criminal Records Check, Vulnerable Sector Search and other checks required.

Responsibilities

• Serve as the single point of contact for clients and service providers and record, receive, and process requests.
• Make referrals per established procedures and communicate information to internal/external agencies.
• Maintain a friendly, customer-focused environment and ensure accurate call coding and protocols.

Skills

Customer service

English communication

Typing 30 wpm

Crisis intervention

Teamwork

Organizational skills

Education

Grade 12

Business Administration diploma

University coursework

Tools

MS Office

Email systems

Scheduling software

Job description

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Department / Unit: After Hours Central Intake PHCC

Job Stream: Non-Clinical

Union: CUPE

Anticipated Start Date: 10/26/2026

FTE: 0.80

Work Arrangement: In Person

Daily Hours Worked: 8.00

Annual Base Hours: 2015

Grow your career in the Winnipeg Health Region! Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.

Position Overview

Functioning as a member of the Provincial Health Contact Centre Team, the Intake Operator provides a single point of contact to clients and service providers, recording, receiving and processing incoming requests for assistance and making referrals in accordance with established procedures. The Intake Operator is required to communicate information to other internal and external agencies, to assist with situation resolution according to defined protocols. Interactions will be performed accurately and consistently while maintaining a friendly, customer focused environment.

Experience

• A minimum of two (2) year’s related experience in a Contact Centre Environment with a strong emphasis on customer service is required.
• Previous experience in health care would be an asset.
• Experience with email and computerized scheduling is required.

Education (Degree/Diploma/Certificate)

• Grade 12 required. Business Administration diploma or two (2) years towards a University degree required.
• Cardiopulmonary Resuscitation (CPR) training requirements for this position shall be in accordance with the Employer policy.

Qualifications and Skills

• Accurate, effective communication in English is required.
• Typing speed of 30 wpm.
• French language skills an asset.
• Extensive computerized system(s) proficiency preferably operating in a decision-support environment, with knowledge and experience using Microsoft Office.
• A good working knowledge of community resources supporting health and social services would be an asset.
• Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures.
• Strict adherence to the maintenance of effective call control and customer management strategies, including working within defined protocols, practices and procedures, elevate, proper and appropriate call coding.
• Work effectively as a team member.
• Good organizational skills.
• Effective oral and written communication and interpersonal skills are essential.
• Crisis intervention skills.
• Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.

Physical Requirements

• Physical health to meet the requirements of the position.
• Position is fast-paced, high stress, rapidly changing environment, where customer service is part of the business and crisis situations occur.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.

Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Golden West Centennial Lodge, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, Prairie Crocus Manor, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.

Interviewed candidates may be called upon to participate in a skills assessment.

Any application received after the closing time will not be included in the competition.

We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.

Manitoba healthcare employers, in partnership with the Indigenous community, are committed to increasing the representation of Indigenous People within all levels of our workforce. Indigenous applicants are encouraged to apply and to voluntarily self-identify as being of Indigenous descent in their cover letter/application.