Operator

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

Benefits offered by this job

Hybrid, virtual and in-person options

Health and dental benefits

HOOPP pension plan

Job summary

Southlake Health in Newmarket, ON seeks a Central Communications Operator to manage inquiries, route calls, and support emergency responses within the information desk.

You will assist visitors, provide directions, and coordinate with on-call teams, using a console and paging system, ensuring patient and staff safety.

This role requires 12th grade education, emergency communications training preferred, and availability for shift work, including weekends and overnights.

Qualifications

• 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 hospital setting experience 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 of hospital information systems.
• Demonstrated knowledge of Environmental Services, Transport, and Linen departments is an asset.
• Regular attendance and ability to work shift work, weekends, and overnights.

Responsibilities

• Provide information to route calls and alert staff on call.
• Support sleep room access and on-call staffing workflows.
• Initiate response to Emergency Codes and escalations.
• Assist patients and visitors, answering inquiries and directing them.

Skills

Interpersonal skills

Telephone etiquette

Confidentiality/FIPPA

Excellent communication

Problem solving

Customer service

Leadership

DEI awareness

Company values

Shift work

Hospital IT knowledge

Hospital department knowledge

Call centre experience

Education

Grade 12 education

911/Emergency Services Communications

Tools

Console and paging 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. 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 duties of workers, as stipulated in Section 28 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.

Commitment to Diversity and Inclusion

Southlake Health is fully dedicated 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. Thank you for your submission. We appreciate your interest in joining Southlake Health!