Switchboard Operator

Unit Summary

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.

Position Summary

The Switchboard Operator plays an essential role in supporting HHS' patient and family centred 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.

Schedule Work Hours

days, evenings, nights, weekends, holidays

Qualifications

• Completion of a Medical Office Administration 2yr community college program (including Medical Terminology I & II) required
• Keyboarding 45 wpm (subject to testing) required
• Minimum 1 yr previous experience in a high-volume call centre and/or busy medical office with a multi phone line system required
• Demonstrated knowledge of a hospital switchboard system preferred
• Demonstrated proficient communication skills, both verbal and written
• Advanced attention to detail
• Demonstrated ability to organize and prioritize work
• Demonstrated ability to problem solve
• Demonstrated excellent customer service skills
• Demonstrated initiative and able to work independently, under pressure and in a fast-paced environment and assist others as a team player
• Proficient computer skills including word processing, spreadsheets, email and Teams
• Exercise initiative and good judgment with ability to multi-task
• 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
• Commitment to patient, visitor and staff safety at HHS
• Compliance with confidentiality requirements
• Successful completion of an Emergency Telecommunications Certificate would be considered a strong asset

Guidelines

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.

To be considered for this opportunity applicants must apply during the posting period. All internal and external applicants may ONLY apply via the Careers website. This job posting is for an existing vacancy.

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.