Job Description

Your Opportunity:
Reporting to the Supervisor of Registration, Switchboard and Patient Information (RSPI), the Switchboard's Team Leader supports the essential service, switchboard team in a dynamic environment that is the initial point of contact for AHS Calgary Zone and Inhouse dispatch for the Emergency Response Teams. Responsible for managing, creating and updating multiple directories, reporting tools and procedures for six acute Calgary hospitals. Responsible for process review, investigation and coaching of accurate Emergency dispatch service for the acute hospitals. High level engagement and correspondence with all departments, medical staff and stakeholders. This position ensures health information remains confidential by following the Health Information Act (HIA) and Freedom of Information and Protection of Privacy Act (FOIP). Consistently follows Alberta Health Services Information Privacy and process and policies. Other responsibilities are Mentor and coaching to guide individually and in groups using collaboration skills to support the team and represent the AHS code of conduct and ethics ideas. Monitoring calls and data collection for quality service, learning opportunities and/or investigations. Excellent presentation and teaching capabilities. Proven multi-tasking and effective decision-making abilities in a fast paced, stressful environment. A demonstrated clear pattern of professional and personal development. This position is responsible and accountable for providing direction, team leadership and organization over the activities of the Central Switchboard team in support of the vision, mission and business plan of Alberta Health Services. Responsible and accountable for making decisions and having direct leadership responsibility for achievement of the goals of Central Switchboard. Other related duties as assigned by the supervisor.
Description:
As an Administrative Support VI, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

Classification:

Administrative Support VI

Union:

AUPE GSS

Unit and Program:

Central Switchboard

Primary Location:

Southport Tower

Location Details:

As Per Location

Multi-Site:

Not Applicable

FTE:

0.70

Posting End Date:

12-NOV-2025

Temporary Employee Class:

Temporary Part Time

Date Available:

22-NOV-2025

Temporary End Date:

18-MAR-2026

Hours per Shift:

7.75

Length of Shift in weeks:

2

Shifts per cycle:

7

Shift Pattern:

Days, Evenings, Weekends

Days Off:

As Per Rotation

Minimum Salary:

$30.99

Maximum Salary:

$37.70

Vehicle Requirement:

Not Applicable

Required Qualifications:

Completion of post-secondary education (e.g. diploma in business or office administration, specialized external certification).

Additional Required Qualifications:

Completion of business degree or equivalent supporting courses. Successful experience in leadership role. Medical Terminology. Typing speed of 40 wpm. Advanced computer experience and knowledge, including programs in MS Office. Accurate payroll entry and scheduling experience with knowledge of the collective agreement. One year experience in an acute care facility switchboard and/or high acuity call center. Affinity towards all with the ability to adapt and resolve conflict and solve issues. Create presentations and or minute taking for management meetings. High level of critical thinking skills and ability to quickly resolve critical issues and complaints for good outcomes for all parties. Understanding of Emergency Disaster Management Plans to develop department procedures in collaboration with AHS departments. Ability to develop learning programs for data sharing and coaching teams. Ability to compassionately address stressful situations and demonstrate respect for all while being courteous, and diplomatic. Able to work as in the switchboard role if operationally required.

Preferred Qualifications:

Advanced use of programs used for admin access to Smart console, Avaya phone equipment, CCM, and Engage for monthly data collection and updates. Have recent customer service experience. Graduate of the Medical Office Assistant, Unit Clerk and/or Post-secondary education as applicable to the position. Graduate of Business Degree or equivalent. One year of excellent performance and attendance of Switchboard experience preferred.