Intake Operator

Winnipeg Regional Health Authority (WRHA); Winnipeg; On-site; CAD 45,000 - 60,000; Part time

Job summary

A regional health authority in Manitoba is seeking an Intake Operator to handle client interactions and service requests. This role demands exceptional communication skills, experience in a high-pressure environment, and proficiency with computerized systems. Candidates should have at least two years in a customer service-focused role, a high school diploma, and a diploma in Business Administration is preferred. The position may require flexible availability and adherence to various service protocols.

Qualifications

• Minimum two years experience in a Contact Centre Environment with customer service.
• Experience with email and computerized scheduling.
• Extensive knowledge of community resources supporting health and social services.

Responsibilities

• Act as a single point of contact for clients and service providers.
• Receive and process incoming requests for assistance.
• Communicate information to internal and external agencies.

Skills

Effective communication

Typing speed of 30 wpm

Organizational skills

Crisis intervention skills

Teamwork

Computerized systems proficiency

Customer management strategies

Education

Grade 12

Business Administration diploma or two years towards a University degree

Tools

Microsoft Office

Job description

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.

Certification/Licensure/Registration

Not Applicable

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, escalate, 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.

Additional notes: This term position may end earlier as outlined in your collective agreement. 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, 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.