Job Description

The Switchboard Operator plays an essential role in supporting HHS' patient and family centred care model. The day to day location of key staff members means that the Switchboard Operator must retain knowledge of the service specialties and the physicians for all the patient care areas. Answering and processing all calls directed to the main listed numbers for each site requires the Switchboard Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of HHS hospitals and Answering Service clients. The Switchboard Operator is a vital point of contact for all emergency events. They must accurately interpret and disseminate information to all the necessary key responders in an efficient and timely manner. This requires the Switchboard Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions. It is essential the Switchboard Operators be self-directed and conscientious, maintaining a professional demeanour in all aspects of their role at all times.
Qualifications * Completion of a Medical Office Administration 2yr community college program (including Medical Terminology I & II) required

• Keyboarding 45 wpm (subject to testing) required
• Minimum 1 yr previous experience in a high-volume call centre and/or busy medical office with a multi phone line system required
• Demonstrated knowledge of a hospital switchboard system preferred
• Demonstrated proficient communication skills, both verbal and written
• Advanced attention to detail
• Demonstrated ability to organize and prioritize work
• Demonstrated ability to problem solve
• Demonstrated excellent customer service skills
• Demonstrated initiative and able to work independently, under pressure and in a fast-paced environment and assist others as a team player
• Proficient computer skills including word processing, spreadsheets, email and Teams
• Exercise initiative and good judgment with ability to multi-task
• Tact and discretion in dealing with all levels of staff, excellent interpersonal skills for organizing and prioritizing work based on the acuity of the situation
• Commitment to patient, visitor and staff safety at HHS
• Compliance with confidentiality requirements
• Successful completion of an Emergency Telecommunications Certificate would be considered a strong asset

Skills Required