Communications/Switchboard Attendant -CVH Switchboard
About The Position
The THP Coordination & Communication Centre (C3) has an opportunity for a candidate that can handle a high stress, fast paced environment. The switchboard is a vital service, operating across a multi-site facility 24-7, to provide essential communication in a timely, professional, and efficient manner to both internal and external callers. Due to the nature of this business, operators shall work with the expectation of scheduling changes as deemed necessary to provide emergency coverage in a 24/7 shift environment. The high stress focus requires intense concentration at a rapid pace for extended periods of time. There will be exposure to difficult situations and tragic events. The ability to adjust from a life and death emergency situation to a routine inquiry, while still treating all callers with the same level of professionalism and respect is a must.
Requirements
- Grade 12 education or equivalent required
- Knowledge and skills using computers including Windows based systems at an intermediate level is required: MS Office (Outlook, Word, Excel), internet and intranet searches.
- Proficiency in keyboarding
- Excellent interpersonal and customer service skills with proven success in assisting others in a team environment.
- Comfortable using a Public Address system (making overhead announcements with clear pronunciation during emergency situations)
- Well-developed organizational skills with the ability to work independently in a fast-paced environment and prioritize tasks appropriately.
- Strong work performance and attendance record are essential.
- Ability to maintain composure while performing multiple tasks in often high stress situations.
- Ability to work in an enclosed shared space, with loud audible & visual alarms a must.
Nice To Haves
- Related experience working in a switchboard, preferably in a healthcare setting is an asset.
- Knowledge and familiarity with hospital terminology, services, and processes is preferred.
Responsibilities
- Ability to work in a 24/7 environment
- Operate a computerized telephone console and public address system (used for calling emergency codes to overhead speakers)
- Page healthcare providers and key hospital personnel as per hospital policy in a timely manner
- Answer main hospital internal lines, external lines and emergency lines requiring various skill sets with ability to prioritize emergency calls & locating calls for professional staff.
- Efficiently process/escalate calls in an accurate and courteous manner.
- Maintains a positive image of the Hospital in telephone and personal communication, with patients, vendors, staff, visitors, and external callers.
- Ability to perform overhead announcements for routine and emergency requests in a calm, clear and concise manner.
- Provide pager support for pager users (trouble shooting, battery changes, loaner-pagers)
- Maintains accurate documentation and record of daily activities through logs & stats.
- Update on-call schedules for immediate changes, after hours, holidays & Stats.
- Performs daily quality assurance pager testing and assists with fire drills and fire bell testing.
- Participates in the orientation and training of new employees.
- Provides administrative support for departmental activities and other duties as assigned by the Manager/Admin Leads
- Monitor various alarms (site dependant) such as fire panels, medical gas alarms and building alarms, elevator entrapment.
- Respond & process all Emergency Codes following hospital policies & procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
