Switchboard Operator

hhsc; Hamilton; On-site; CAD 36,000 - 48,000; Full time

Job summary

Hamilton Health Sciences seeks a Switchboard Operator to support patient care by handling calls across multiple hospital sites with professionalism and efficiency.

You will relay messages, provide information, and maintain up-to-date knowledge of services, on-call rosters and emergency procedures in a fast-paced environment.

Qualifications

• Completion of Medical Office Administration 2-year program (including Medical Terminology I & II) is required.
• Keyboarding and high-volume call centre experience are valued.
• Strong communication, organizational and multitasking abilities are essential.
• Proficiency with standard computer tools (Word, Excel, email, Teams) is expected.
• Ability to work independently under pressure and as part of a team.
• Commitment to patient, visitor and staff safety at HHS.

Responsibilities

• Operate a central Switchboard handling calls across multiple hospital sites and departments.
• Provide accurate information and relay messages to physicians, staff and external callers.
• Maintain knowledge of hospital services, specialties and on-call rosters.
• Demonstrate excellent customer service and professional demeanor at all times.
• Support emergency communications and disseminate information swiftly to responders.

Skills

Excellent communication

Multitasking

Attention to detail

Organizational skills

Independent under pressure

Team player

Word processing

Spreadsheets

Email

Teams

Education

Medical Office Administration program (2-year)

Medical Terminology I & II

Tools

Word processing

Spreadsheets

Email

Teams

Job description

As Ontario’s most comprehensive healthcare system, and the only one in the province to provide care from pre-birth to end of life, Hamilton Health Sciences offers endless opportunities. You can explore advancement opportunities, take professional development courses, and stretch yourself as a leader. We are the largest employer in the greater Hamilton region, are a world-renowned hospital for healthcare research, and we focus on improving the quality of care for our patients through innovation and evidence-based practices. Our multi-site hospital has over 1,400 beds and we offer world-leading expertise in many areas, including cardiac and stroke care, cancer care, palliative care and pediatrics.

Telecommunications-Switchboard is vital centralized service within the Health Information Technology Services (HITS) portfolio ensuring seamless communication across multiple hospital sites and departments, clinical teams, and external callers in a high volume Call Centre. Our services include Switchboard, paging, alarm monitoring and testing, emergency code dispatch, answering services, on-call roster information and pager administration.

The Switchboard Operator plays an essential role in supporting HHS' patient and family centered care model. The day-to-day location of key staff members means that the Switchboard Operator must retain knowledge of the service specialties and the physicians for all the patient care areas. Answering and processing all calls directed to the main listed numbers for each site requires the Switchboard Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of HHS hospitals and Answering Service clients. The Switchboard Operator is a vital point of contact for all emergency events. They must accurately interpret and disseminate information to all the necessary key responders in an efficient and timely manner. This requires the Switchboard Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions. It is essential the Switchboard Operators be self-directed and conscientious, maintaining a professional demeanour in all aspects of their role at all times.

days, evenings, nights, weekends, holidays

1. Completion of a Medical Office Administration 2yr community college program (including Medical Terminology I & II) required
2. Keyboarding 45 wpm (subject to testing) required
3. Minimum 1 yr previous experience in a high-volume call centre and/or busy medical office with a multi phone line system required
4. Demonstrated knowledge of a hospital switchboard system preferred
5. Demonstrated proficient communication skills, both verbal and written
6. Advanced attention to detail
7. Demonstrated ability to organize and prioritize work
8. Demonstrated ability to problem solve
9. Demonstrated excellent customer service skills
10. Demonstrated initiative and able to work independently, under pressure and in a fast-paced environment and assist others as a team player
11. Proficient computer skills including word processing, spreadsheets, email and Teams
12. Exercise initiative and good judgment with ability to multi-task
13. Tact and discretion in dealing with all levels of staff, excellent interpersonal skills for organizing and prioritizing work based on the acuity of the situation
14. Commitment to patient, visitor and staff safety at HHS
15. Compliance with confidentiality requirements
16. Successful completion of an Emergency Telecommunications Certificate would be considered a strong asset

Hamilton Health Sciences fosters a culture of patient and staff safety, whereby all employees are guided by our Mission, Vision, Values, and Values Based Code of Conduct. Hamilton Health Sciences is a teaching hospital and all staff and physicians are expected to support students and other learners.

Hamilton Health Sciences is an equal opportunity employer and we will accommodate any needs under the Canadian Charter of Rights and Freedom, Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact Human Resources at 905-521-2100, Ext. 46947 for assistance. If the applicant requires a specific accommodation because of a disability during an interview, the applicant will need to advise the hiring manager when scheduling the interview and the appropriate accommodations can be made.

This competition is open to all qualified applicants, however, qualified internal applicants will be considered first. Past performance will be considered as part of the selection process. If you are a previous employee of Hamilton Health Sciences, please note: the circumstances around an employee's exit will be considered prior to an offer of employment. Proficiency in both Official Languages, French and English, is considered an asset.

If this position is temporary, selection for this position will be as per the outlined Collective Agreements:

Article 30 (k), CUPE Collective Agreement

Article 10.7 (d), ONA Collective Agreement

Article 13.01 (b) (ii), OPSEU 273 Collective Agreement

Article 14.04, OPSEU 209 Collective Agreement

Article 2.07 and Article 13, PIPSC RT Collective Agreement