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Call Center Operator – TPT – Environmental Services

Halton Healthcare Services

This is a Contract position in Oakville, ON posted May 10, 2023.

Posting #: 2023-917621


Position: Call Centre Operator

Department: Environmental Services – Patient Transport

Status: Temporary Permanent Part- Time (Approximately 4 months)

Hours: Monday – Sunday – 0500-1300, 1000-1800, 1300-2100 (Hours subject to change based on operational requirements)

Site: Oakville

Halton Healthcare’s vision of Exemplary patient experiences, always, goes beyond just the patient experience; it has shaped our entire culture and remains at the core of every interaction in our organization, from our patients & families to our staff, physicians and volunteers. We believe in exemplary PEOPLE experiences always!

At Halton Healthcare you will thrive in a healthcare culture and environment that embraces inclusion, diversity and belonging with ‘exemplary patient care, always’ at the heart of everything we do. We empower our people to be the very best they can be so they can make a difference for our patients and the communities we serve.

Halton Healthcare takes great pride in providing quality, compassionate healthcare services to our rapidly growing communities. As a progressive and vibrant healthcare organization, we are committed to being an innovative center of excellence in community hospital care.

This is what you’ll be doing:

The Operator for the Call Centre is the link between the customer and the support areas in the delivery of prompt, efficient customer-focused service. The incumbent will perform and coordinate a variety of duties related to office administration, scheduling and dispatch of service requests.

  • Schedule non-urgent patient transport appointments with designated transport partners
  • Notify nursing and call centre team of any changes in schedules and delays
  • Utilize desk phone to communicate effectively with all on route drivers
  • Identify all drivers active on routes are on time to ensure patient satisfaction
  • Manage and pull a variety of reports as per the managers directive
  • Answer phones, and email correspondence in a professional and courteous manner
  • Take responsibility for the Emergency Response Plan in the event of a mechanical shutdown or serious collision
  • other duties as assigned
  • Demonstrates active, personal, customer involvement; visibility; open-mindedness.
  • Offers professional service to facility staff, internal and external customers, and suppliers.
  • Promotes team orientation, effective communication and accountability. Maintains confidentiality and integrity.
  • Coordinates and promotes the effective operations of the daily office activities including the input of payroll.
  • Greet incoming calls by the use of phone etiquette standards to accurately dispatch calls to the designated service areas.
  • Maintains effective hospital/facility relationships and communication to provide the excellent quality of service to the Hospital and Community
  • Complies with organization, department specific and Human Resources policies and procedures. Possesses awareness of and willingness to learn about current regulatory agency/accreditation requirements and guidelines.
  • Initiates and processes data input for Environmental Services, Plant Operations and Maintenance, Biomedical Engineering, Linen Distribution, Safety/Security, Materials Management and Transport requests in a prompt turnaround time.
  • Ongoing learning and actively providing feedback on best practice.

This is what you’ll need to do it:

Halton Healthcare endeavors to hire individuals who are competent in their chosen profession and who exemplify our mission, vision and values of accountability, respect and compassion which guide our individual behaviours and attitudes.

  • Post-secondary education or experience in a comparable position preferred.
  • Computer skills and proficient keyboarding with typing skills of 40 wpm is essential (Microsoft Office with particular attention to Excel and Word, PowerPoint, Meditech, Internet etc.) and continuous learner.
  • Exposure to a computerized maintenance management system including the generation of unscheduled and scheduled work orders.
  • Experience in purchasing and supply chain management an asset.
  • Excellent organizational skills along with flexibility of shift changes.
  • Ability to remain focused in high stress situations.
  • Extraordinary customer service transferable skills with both verbal and written communication skills.
  • Self-directed and able to govern with minimal supervision.
  • Versatility and reliability within a multi-disciplinary department.
  • Healthcare environment experience and medical terminology is an asset.
  • Must be able to meet the physical demands of the position.
  • Satisfactory employment and attendance record required.

Date posted: April 11, 2023

Internal applications due by: April 18, 2023

If you are passionate about what you do, motivated by a job well done, and as committed to excellence, quality and patient satisfaction as we are, we’d like to hear from you. Please submit your application via our website at directly to this posting and include a current copy of your resume.

Selection of the preferred candidate(s) will be prioritized based on those who meet the minimum requirements of the position.

We thank all those who apply but only those individuals selected for further consideration will be contacted.

In accordance with Directive #6, Halton Healthcare has implemented a COVID-19 Vaccination Policy. All new hires must be fully compliant with our Policy as a condition of employment with Halton Healthcare. Successful applicants will be required to provide proof of vaccination or proof of a documented medical exemption as part of the hiring process.

In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Halton Healthcare will provide accommodations throughout the recruitment and selection process. If you require an accommodation, we will work with you to meet your accommodation needs to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Halton Healthcare is a smoke free facility in and around all three sites. Smoking is not permitted on hospital properties. We thank everyone who works at or visits our hospitals for respecting this healthy initiative. We are also a scent-free environment for all employees and visitors to accommodate individuals’ health concerns arising from exposure to scented products, We ask for everyone’s cooperation in our efforts to accommodate health concerns.

All Halton Healthcare staff, professional staff and volunteers are encouraged to be vigilant about identifying and reporting safety incidents in their everyday practice. They also have a role in analysis, recommendations and follow through to implementation.