Intake Operator

Winnipeg Regional Health Authority•Winnipeg, MB

9d•Onsite

About The Position

Functioning as a member of the Provincial Health Contact Centre Team, the Intake Operator provides a single point of contact to clients and service providers, recording, receiving and processing incoming requests for assistance and making referrals in accordance with established procedures. The Intake Operator is required to communicate information to other internal and external agencies, to assist with situation resolution according to defined protocols. Interactions will be performed accurately and consistently while maintaining a friendly, customer focused environment.

Requirements

A minimum of two (2) year’s related experience in a Contact Centre Environment with a strong emphasis on customer service is required.
Experience with email and computerized scheduling is required.
Grade 12 required.
Business Administration diploma or two (2) years towards a University degree required.
Accurate, effective communication in English is required.
Typing speed of 30 wpm.
Extensive computerized system(s) proficiency preferably operating in a decision-support environment, with knowledge and experience using Microsoft Office.
Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures.
Work effectively as a team member.
Good organizational skills.
Effective oral and written communication and interpersonal skills are essential.
Crisis intervention skills.
Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.

Nice To Haves

Previous experience in health care would be an asset.
French language skills an asset.
A good working knowledge of community resources supporting health and social services would be an asset.

Responsibilities

Recording, receiving and processing incoming requests for assistance.
Making referrals in accordance with established procedures.
Communicating information to other internal and external agencies.
Assisting with situation resolution according to defined protocols.
Performing interactions accurately and consistently while maintaining a friendly, customer focused environment.
Maintaining effective call control and customer management strategies.
Working within defined protocols, practices and procedures.
Escalating issues appropriately.
Proper and appropriate call coding.