CritiCall Call Agent

Ornge • Hamilton, ON

5d • Onsite

About The Position

As a Call Agent, you will be at the heart of Ontario’s critical care coordination system. You’ll facilitate emergency patient referrals and communication services for healthcare providers across the province, helping to ensure patients receive the right care, at the right time, in the right place. This role is ideal for individuals who thrive in fast-paced environments, have a strong understanding of healthcare systems, and are committed to making a meaningful difference in patient outcomes. CritiCall Ontario is a 24-hour emergency consultation and referral service funded by the Ontario Ministry of Health. It supports physicians in acute care hospitals across Ontario by facilitating access to urgent and emergent care. Established in 1988, CritiCall Ontario has evolved to meet the needs of healthcare stakeholders, ensuring that patients receive timely care as close to home as possible. Recently, it has integrated with Ornge, Ontario’s provider of air ambulance and critical care transport services, to enhance its services and support for critically ill patients.

Requirements

• Posted secondary education complimented by a minimum of 2 years medical related experience such as paramedic, RN/RPN, emergency or clinical experience preferred or Emergency Telecommunications Certificate.
• Valid Standard First-Aid/CPR and AED Level C Certificate within 24 months of hire date.
• Knowledge of the provincial ambulance system and emergency services communications.
• Experience working within the Air and/or Land Ambulance Transfer System preferred.
• Dispatch experience is considered an asset.
• Completion of a Medical Terminology course.
• Must be able to read, write, and speak English language fluently in accordance with the current MOH Communications Service Review Standards.
• Technical proficiency in call centre systems, automated telecommunications tools, and MS Office Suite.
• All applicants must successfully pass CritiCall pre-employment testing as a part of the recruitment process.
• New hires will be required to satisfy CritiCall Training and Orientation Program requirements.

Nice To Haves

• Experience working within the Air and/or Land Ambulance Transfer System
• Dispatch experience

Responsibilities

• Facilitate real-time communication between healthcare providers and medical resources across Ontario.
• Maintain and navigate multiple data systems while prioritizing patient needs.
• Collaborate with community, regional, and provincial partners to support seamless care coordination.
• Participate in quality assurance and continuous improvement initiatives.
• Apply critical thinking and problem-solving to triage cases and identify appropriate medical specialists.
• De-escalate challenging conversations with professionalism and empathy.

Benefits

• Pay in lieu of benefits and vacation.
• 24/7 Employee and Family Assistance Program.
• PERKS! Employee Promotional Programs relating to personal phone plans, furniture, home/car insurance, travel, fitness, attractions and more!
• Competitive in pay, benefits, vacation time and more.
• Promoters of diversity.
• Champions of inclusivity and accessibility.
• Committed to your career advancement.
• A tight-knit, supportive culture.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED