Operator

southlake; Newmarket; On-site; CAD 41,000 - 45,000; Part time

Benefits offered by this job

Hybrid, virtual & in-person work

Health and dental benefits

HOOPP pension plan

Wellness programs and gym access

Job summary

Southlake Health in Newmarket, ON is seeking a Central Communications Operator to handle inquiries at the information desk and by phone. You will guide patients, staff and visitors to locations, hours, and resources, and support emergency activation and on-call staff.

The role requires minimum Grade 12, 1 year in a call centre, and familiarity with hospital information systems. It offers a people-first environment, benefits, HOOPP pension, and a hybrid work arrangement.

Qualifications

• Minimum Grade 12 education is required.
• 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 interpersonal and communication skills.
• Professional and courteous telephone manner.
• Demonstrated knowledge of hospital information systems.
• Ability to work shifts, including weekends and overnights.
• Confidentiality and FIPPA knowledge applicable to hospitals.

Responsibilities

• Route calls and alert staff on call.
• Provide badge sign-out access for on-call staff and assist with on-site access.
• Initiate Emergency Codes and support escalations for on-call needs.
• Assist patients and visitors by answering inquiries and directing them to the right locations.

Skills

Interpersonal skills

Communication skills

Telephone etiquette

Problem solving

Customer service

Teamwork

Leadership

Diversity & inclusion

Confidentiality knowledge

Education

Grade 12 education

911 & Emergency Services Communications

Tools

Console & paging system

Hospital information systems

Job description

Job Category: Administrative/Clerical

Hospital Location: Newmarket ON

Job Type: Permanent, Part time

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. The People, Culture and Experience team will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed fairly and equitably.

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.

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 dutie