Operator, Centralized Contact Centre

 

Detailed Overview:

Operates a centralized phone system for receiving and forwarding calls and/or information utilizing contact centre technology, public address and associated communications equipment, in accordance with departmental policies and procedures; monitors various alarms and follows established procedures in emergency situations.

Responsibilities:

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• Operates a centralized phone system and a computer terminal to answer and/or transfer internal and external calls to appropriate departments, physicians, and staff; responds to inquiries for information such as patient room numbers and visiting hours.

• Responds to calls such as complaints, emergency, non-emergency and public inquiries by prioritizing and evaluating incoming calls; inquires for additional information from the caller to determine appropriate communication protocol/procedures.

• Operates the public address system and other paging systems/or cell phones to contact physicians and staff members, and to contact appropriate on-call doctors or other personnel, according to established procedures.

• Monitors various alarms and follows established procedures in emergency situations; ensures that all calls, requests and/or messages are logged, documented and filed according to authorized procedures.

• Provides directions to patients and the public regarding the location of various departments and services within the facility; provides after hours on-call support to various departments.

• Performs other related duties as assigned.

Qualifications: Education and Experience

Grade 12 and one (1) year recent related experience or an equivalent combination of education, training and experience.

Skills and Abilities

• Ability to keyboard 35 wpm
• Ability to communicate effectively both verbally and in writing
• Ability to deal with others effectively
• Physical ability to carry out the duties of the position
• Ability to organize work
• Ability to operate related equipment.

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