Communications Representative - Patient Access

Position Summary
Reporting to the Manager, Centralized Patient Scheduling & Registration (CPSR), the Communications Representative provides 24-hour centralized communication services in support of hospital operations, patient safety, and access to care. This role is responsible for managing incoming and outgoing communications, monitoring and responding to critical alarms, supporting patient registration activities, and coordinating paging and code announcements in accordance with Hospital policies and procedures. The Communications Representative works collaboratively with clinical teams, CPSR colleagues, and system partners to ensure timely, accurate information flow and contributes to safe, efficient, and well-coordinated care delivery across the Hospital.

Key Responsibilities
• Maintaining communications for all system partners through the use of the switchboard console, multiple paging systems, cellular phones, and announcing codes via overhead paging in accordance with OSMH policies and procedures.
• Monitoring and responding to alarms displayed at communications centres.
• Demonstrating sound judgment and effective problem-solving skills when prioritizing and handling calls and alarms.
• Utilizing excellent customer service skills when answering and directing telephone calls.
• Providing registration services and support when required.
• Covering breaks for Bed Allocation Representatives, maintaining workflow continuity and accurate bed status information.
• Adheres to data quality processes as directed, inclusive of validating health cards, confirming patient identity, and demographics.
• Oversees the distribution and documentation of keys, ensuring accurate maintenance of key logs for designated areas.
• Responsible for managing the storage of cash floats and processing patient belongings that have been lost and turned in.
• Monitors designated security cameras to monitor patient access and flow.
• Maintains accurate documentation and records of events and activities.

Performs other duties as may be assigned by the direct manager and/or Team Lead.

Qualifications
Education:
• Ontario Secondary School Diploma or equivalent is required.
• Successful completion of a Medical Terminology course required.
• Completion of relevant post-secondary program is preferred (such as Medical Office Administration).

Experience:
• Minimum of two (2) years' experience working within Centralized Patient Scheduling & Registration (CPSR) or in a clerical/administrative role in a healthcare environment.
• Preference given to candidates with previous acute care experience.

Skills and Traits:
• Keyboarding skills; minimum of 40 words per minute required.
• Must be able to meet the physical and emotional responsibilities of the role, including standing and walking for extended periods, frequent and repetitive pushing, pulling, bending, and lifting up to 50 pounds, as well as safely operating equipment.
• Ability to meet the physical demands of the position, as outlined in the Physical Demands Analysis (PDA).
• Demonstrates proficiency in written and verbal communication, with strong interpersonal and organizational skills.
• Provides excellent customer service and contributes positively to teamwork and collaborative working relationships.
• Effectively prioritizes workload, adapts to changing priorities, and remains composed in fast-paced or stressful environments.
• Works independently with sound judgment, while remaining flexible to meet departmental and organizational needs.
• Demonstrates understanding of, and commitment to, equity, diversity, inclusion, and psychological safety.
• Upholds professionalism, ethical conduct, confidentiality, and respectful interactions.
• Models behaviour aligned with OSMH's mission, vision, and values.
• Uses required technology and digital tools effectively and demonstrates a willingness to learn new systems.
• Contributes to a culture of safety and continuous improvement by identifying risks, following safe work practices, and supporting quality initiatives.
• Demonstrates a commitment to ongoing professional and personal development through continuous learning and reflective practice.

Other:
• Demonstrates a commitment to ongoing professional and personal development through participation in continuing education and self-directed learning opportunities

Our Team Members Enjoy
• a professional practice environment
• a collaborative atmosphere with emphasis on teamwork
• wellness initiatives
• continuing education grants
• employee recognition and assistance programs
• a competitive salary and benefits package
• equal opportunities for growth and development

Employment Equity
OSMH is committed to diversity and equity in the workplace and welcomes applications from all qualified individuals, including women, visible minorities, Indigenous peoples, persons with disabilities, LGBTQ2S persons and others who may contribute to a diverse workplace.

Accommodation in the Workplace
Orillia Soldiers’ Memorial Hospital is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, equal opportunity and maintaining a barrier-free selection process for job applicants. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the open position. Applicants need to make their requirements known to the Human Resources department when contacted. All requests are handled confidentially.

Health & Safety Responsibilities
OSMH is committed to providing a safe, healthy and supportive working environment by treating team members and patients with compassion accountability respect and engagement.

All team members must adhere to OSMH’s Occupational Health and Safety policies, procedures and protocols, as well as the duties of workers as stipulated in the Occupational Health and Safety Act.

Team members must be able to perform all bona fide and essential duties of the position which may include cognitive and physical demands.

As a condition of employment, new team members are required to complete an employment health assessment and must be cleared by the Occupational Health and Safety Team prior to orientation.

Artificial Intelligence (AI) Use in Hiring at OSMH:
Orillia Soldiers’ Memorial Hospital’s (OSMH) may utilize automated screening tools (i.e. questionnaires) to highlight candidates' qualifications; however, OSMH does not involve the use of artificial intelligence (AI) to screen, assess or select applicants. We recommend applying directly through our website as all applications are reviewed by our recruitment team.

Closing Statement