Job Description

Position Type: Permanent*Closing date: 2025-02-10*Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.*Nature and Scope:As a member of the 811 team, the Telehealth Associate acts as the first point of access to Telecare Services and responds to all incoming calls; manages the call queue within quality standards and specifications for the Telecare Services; supports workforce and quality activities.Duties and Responsibilities:

• Practices within the scope, process and policy frameworks of the program and the role defined for Telehealth Associates
• Answers incoming calls
• If indicated as per call processing policy, transfers incoming calls directly to the Ambulance Dispatch Center, a Telehealth Nurse, or Clinical Therapist
• Manages the call queue within the decision support software and in accordance with established policy
• Reports unusual calls or occurrences to the on-duty Clinical Shift Supervisor or Operation Support Team Leader in a timely manner
• Completes other administrative support activities as required
• Respects quality standards and contributes to service excellence
• Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential and caring manner
• Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions
• Participates in staff orientation and continuing education sessions as required

Qualifications and Requirements:

• Minimum of 1 year of relevant experience, with work experience in a healthcare or customer call center environment considered an asset
• Strong computer and telecommunication skills
• Knowledge of computer environments and basic computer programs (word processing, data entry, spreadsheets)
• Advanced ability to establish rapport through telephone contact
• Strong communication and interpersonal skills
• Capacity to work in a team environment and support co-workers
• Ability to identify opportunities for personal, team and service improvement and recommend workable solutions
• Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member
• Ability and willingness to work rotating shifts, 7 days a week
• While all applicants are welcome to apply, preference will be given to Bilingual (French/English) candidates

*Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.

Medavie