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Shift Leader, Health Link BC - Burnaby, BC

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Shift Leader, Healthlink BC

HealthLink BC 811

Burnaby, BC

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

The Shift Leader is responsible for providing contact centre, clinical and operational supervision in real time to Registered Nurses 24/7/365.


What you’ll do

  • Utilizing a critical thinking approach, lead and coordinate the timely delivery of service by performing duties such as coordinating and adjusting work assignments, establishing priorities and facilitating workplace solutions, and assisting staff with problem solving to improve caller outcomes and resolve care needs.
  • Make day to day operational staffing decisions and implements appropriate actions, based on call flows, staffing levels and in collaboration with the Workforce Management team and Manager; ensure service goals are achieved and standards of care are maintained. Responsible for activating tier escalation protocols, including taking calls.
  • Support the effective and appropriate delivery of service by responding to questions related to clinical practice, location of information, or business process/procedures.
  • Provide nurses with real time and post call coaching, evaluation and feedback that supports individual development, clinical practice and continued education on operational practice and processes, and completion of necessary associated documentation. Evaluation is focused on continuous improvement and a positive patient centered experience.
  • Provide escalation support, direction, and/or leadership for real time events within the program such as workplace safety and technical downtimes; including issue management, communication, reporting, and documentation.
  • Act as a second tier escalation support for patients and families who have concerns or questions regarding their care. Participate in or leads the investigation of complaints by patients/families; follows up on complaints, including documentation as per policy; implement corrective action as appropriate.

What you bring

  • Graduation from an approved School of Nursing with current practicing registration as an Registered Nurse with the British Columbia College of Nurses & Midwives (BCCNM).
  • Minimum five (5) years recent relevant clinical nursing experience in acute care, community health, public health or continuing care.
  • Minimum of one (1) year’s recent, related experience in a formal supervisory/leadership role or an equivalent combination of education, training, and experience.
  • Proficiency in computers, including client information system software, word-processing, spreadsheet, internet and email; keyboarding at minimum 30 words per minute.

You also have demonstrated the ability to:

  • Provide leadership and collaborate effectively with patients, staff and management.
  • Prioritize multiple demands in a fast paced environment
  • Think analytically and critically with the ability to adapt to new or unexpected events.
  • Evaluate the quality of patient care and ensure maintenance of standards for nursing practice.
  • Take initiative to facilitate and manage change.
  • Communicate efficiently and effectively, both verbally and in writing
  • Role model, coach and mentor best practices; monitoring, assessing and addressing performance issues based on professional standards of practice.
  • Support and mentor staff during conflict situations and promote a positive working environment.
  • Establish and maintain effective working relationships.
  • Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and other related reports.
  • Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
  • As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.). 

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Two (2) Regular, Full-Time (FTE 1.00)
Wage: $49.20 - $63.47/hour
Location: 4170 Still Creek Dr, Burnaby, BC V5C 6C6
Applications will be accepted until position is filled.
Hours of Work: Rotating 0700-1915/1900-0715

Requisition: 167849, 167854

What we do

Healthlink BC (HLBC) operates as a branch of the Primary Care Division with the Ministry of Health.

Healthlink is a 24/7/365 telehealth platform that provides BC and Yukon residents access to non-emergency health information, health advice and assistance in navigating the provincial health care system. HLBC is composed of a multidisciplinary team of dietitians, qualified exercise professionals, health service navigators, pharmacists and registered nurses that deliver health information via telephone (8-1-1) and web (healthlinkbc.ca). To fulfill the fulfill the strategic directives of the Ministry of Health (MOH), the Telenurses are employed through the Provincial Health Services Authority (PHSA) and work in close partnership with BC Public Service Agency (PSA) employees. 

TeleNurses provide non-emergency health information and advice in a 24/7/365 work environment.

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services.

BCEHS is part of the Provincial Health Services Authority (PHSA).

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA, BCEHS and HLBC are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.

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