Job Description

The Call Taker facilitates emergency patient referral and communication services for healthcare providers in Ontario. Responsibilities include; communicating effectively with stakeholders, service providers and other programs and services and with community, regional and provincial partners for information sharing and networking; maintaining multiple comprehensive data systems which require multi-tasking and prioritizing according to patient needs. This position requires understanding of all age group care needs and all disciplines in healthcare. Call Takers actively participate in ongoing quality assurance/improvements as well as identify any risks/needs identified during case facilitation. Demonstrated excellence in effective communication/interpersonal skills and team work. Ability to de-escalate difficult conversations is essential.

Qualifications 1. Minimum High School Grade, 12 education
2. Secondary education in a related discipline, such as; Business Administration, Office Administration-Health Sciences
3. 2 years of recent experience required in public safety, health related fields, including but not limited to EMS, Police and Fire communications, Paramedicine, Nursing and Telecommunications, working in a Customer Service environment.
4. Successful completion and documentation of Medical Terminology course.
5. Keyboarding 40 wpm.
6. Demonstrated excellence in effective communication and interpersonal skills.
7. Demonstrated proficient use of automated telecommunications systems and personal computers, call centre system applications experience preferred.
8. Demonstrated excellence in problem-solving abilities, conflict resolution and extensive knowledge of provincial hospitals and their resources.
9. Demonstrated excellence in the ability to apply analysis and critical thinking to the selection of an appropriate medical specialist based on information provided by the caller.
10. Demonstrated excellence in the ability to recognize the needs of callers, the acuity of situations and respond effectively.
11. Demonstrated ability to multi-task and prioritize according to patient care needs.

Hamilton Health Sciences