Communications Operator

Company Description

UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN’s vision is to build A Healthier World and it’s only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

Job Description

Union: CUPE TRI
Number of vacancies: 1
New or Replacement Position: Replacement
Site: Toronto Rehab - University Centre
Department: Security, Fire & Communication
Reports to: Manager
Hours: hours per week
Wage Range: $ - $ per hour
Shifts: Sunday-Thursday; 2300-0700
Status: Permanent Full-Time
Closing Date: May 14, 2026

Position Summary

UHN Connect plays a critical role in the fast-paced communication flow at UHN. The 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 Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions. The Operator plays an essential role in UHN’s patient centered care mandate. The day to day location of key staff members means that the 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 Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of UHN. The Operators work with limited supervision and therefore it is essential the Operators be self-directed and conscientious. The Operators must maintain a professional demeanour in all aspects of their role at all times.

Duties

• Responds to all emergency codes and alarms per UHN and Departmental policies and procedures; activates the applicable key responders for all emergency codes and hospital emergency events
• Performs 911 calls to activate outside Emergency Services as needed to support UHN teams during a Code following established policies
• Monitors the Security radio channel and responds to requests from key responders
• Documents and records all Codes and Code testing in the appropriate format.
• Provides Locating Services on a UHN-wide basis
• Responds to page requests in an efficient and accurate manner
• Uses computerized paging application to activate long range pagers and other mobile devices
• Accurately locates senior administrators, on call personnel, physicians and other medical personnel as required in a timely manner
• Records, documents, and and troubleshoots any reported pager issue with device owner and escalates unresolved paging issues as needed using established procedures
• Offers and provides a spare pager to on call UHN staff
• Operates current technologies and equipment required to answer, screen and connect internal and external telephone calls to patients and departments on a Hospital-wide basis
• Serves callers by determining requirements; answering inquiries; resolving problems; fulfilling requests and maintaining database
• Maintains application databases by entering, verifying and updating information
• Maintains client confidence and protects operations by keeping information confidential
• Keeps up to date with all department policies and procedures
• Manages their individual corporate email account to ensure all communications are read, understood and implemented; dependent on site/shift maintain the assigned Department email inboxes

Qualifications

• At minimum, a completion of 2 year community college program.
• At minimum over 2 years and up to 3 years practical and related experience
• Good hearing and recall necessary for the ability to retain and repeat pertinent information
• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words and sentences
• Oral Expression – the ability to communicate information and ideas in speaking so others will understand
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar
• Proven skill in typing 40 WPM with testing to be completed during screening process
• Knowledge and ability to navigate through and effectively use various Windows based applications
• Knowledge of Medical Terminology and ability to correctly use, pronounce and spell complex medical terms
• Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines in accordance to UHN standards.
• Exercise initiative and good judgment with ability to multi-task.
• Compliance with confidentiality requirements.
• Excellent organizational, interpersonal, and communication skills both written and verbal
• Knowledge of applicable UHN and/or departmental policies.

Additional Information

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.