Operator

Southlake Health; Newmarket; Hybrid; CAD 41,000 - 45,000; Full time

Benefits offered by this job

Hybrid work options

Health and dental benefits

HOOPP pension

On-site gym

Job summary

Southlake Health seeks a Central Communications Operator to manage inquiries at the information desk and via phone, guiding patients and staff to resources. You will activate emergency codes, transfer calls, and support on-call teams in a fast-paced hospital setting.

Required: Grade 12, 1 year in a call centre, and familiarity with hospital information systems; 911/EM services course preferred. Hybrid work options and benefits are offered.

Qualifications

• Minimum Grade 12 education and related emergency services background.
• Course in 911/Emergency Services Communications preferred.
• 1 year in a Call Centre or similar environment is required.
• Hospital setting experience and paging console knowledge is an asset.

Responsibilities

• Handle internal/external inquiries at information desk and by phone.
• Route calls, alert on-call staff, and support emergency codes.
• Provide access/escort services via badge sign-out and assist visitors.
• Support multiple departments with information and directions.

Skills

Communication skills

Customer service

Interpersonal skills

Attendance reliability

Education

Grade 12 education

911 & Emergency Services Communications course

Tools

Paging/console system

Hospital information systems

Job description

Job Category: Administrative/Clerical Hospital Location: Newmarket ON Job Type: Permanent, Casual Number of Positions: 1 Union: SEIU CLERICAL Minimum - Maximum Hourly Rate: $29.70 - $32.53

Why Join Our Team?

A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.

• Hybrid, virtual, and in-person working environment (where applicable).
• Progressive health and dental benefit plans.
• HOOPP pension plan with employer and employee premium sharing.
• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

About the role:

The 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.

What you’ll be doing:

Central 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 who are coming into the organization, answering inquiries and directing them where to go.

What you bring:

• Minimum Grade 12 education
• Graduate from a Community College course in 911 and Emergency Services Communications preferred
• Minimum of 1 year of 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 healthcare environment
• Demonstrated commitment to, and understanding of the principles of diversity, equity, and inclusion
• Models’ behaviour that is aligned with the values of Southlake Health.
• Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace where our community can thrive.
• Regular and reliable attendance is an expected requirement of this position.
• We are committed to a selection process and work environment that is inclusive and barrier‑free.
• Accommodation will be provided in accordance with the Ontario Human Rights Code.
• Applicants who may require accommodation during the selection process are encouraged to notify the Human Resources Department when contacted for an interview.

Use of Artificial Intelligence (AI)

We prioritize a people-first workplace culture which emphasizes equity and inclusion throughout our hiring process. To ensure fairness and transparency, all applications are reviewed and assessed by our dedicated team of recruiters and hiring managers, not by artificial intelligence (AI). We value the unique perspective each candidate brings to our organization.

Commitment to Diversity and Inclusion

Southlake Health is fully committed to employment equity, diversity, and inclusion in our recruitment practices. We welcome candidates who identify with equity-seeking groups, including women, racialized individuals, Indigenous Peoples, persons with disabilities, and those from the 2SLGBTQ+ community. Any information provided will be kept confidential and used appropriately in our recruitment process.

Anti-Oppression/Anti-Racism at Southlake Health

Southlake Health is committed to having a workforce that is reflective of the diversity of York Region and strongly encourages applications from all qualified individuals, and from those who can provide different perspectives and contribute to a further diversification of ideas. Only candidates selected for an interview will be contacted.

Health & Safety Workplace Responsibilities

It is the responsibility of all Southlake Health employees to work safely and promote health and safety in the workplace. Employees must adhere to the duties of workers, as stipulated in Section28 of the OH&S Act, as well as all Southlake OH&S policies and procedures. Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide. Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer. Proven ability to attend work regularly as per the Attendance Support Policy.

Thank you for your submission. We appreciate your interest in joining Southlake Health! Join the Southlake Health Community! Are you ready to build a meaningful career where you and your work truly make a difference? Join us at Southlake Health, where you’ll collaborate with compassionate, motivated professionals who are committed to caring for our communities every day. We’re proud to be recognized as one of Greater Toronto's Top Employers for 2026, one of Canada’s Most Admired Corporate Cultures for 2025, and one of the World’s Best Hospitals for seven years in a row – recognitions that reflect the strength of our people and our workplace culture.

For over 100 years, Southlake Health has been dedicated to building healthy communities through innovative care. While many things have changed over the years, our unwavering pride in our people, place, and performance has stood the test of time. With a passionate family of 6,000 medical professionals, staff, volunteers, and students, we work together every day to deliver exceptional care close to home. We are here for everyone who walks through our doors, no matter where they are in their life journey. Our commitment extends beyond our walls, reaching every community we serve. Driven by our heartfelt dedication, we believe that everyone deserves the best care and the best experience. As we look to the future, our vision remains clear: to grow alongside our communities. This vision is anchored in our commitment to put people first—pushing boundaries and embracing the latest medical advancements while ensuring we meet individuals where they are in life. Every innovation, treatment technique, and interaction is centered on our desire to provide the leading-edge care that patients expect and deserve.