Call Centre Operator, Inter-Campus Operations

Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority safety, including patient and employee safety is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Manager, Call Centre Operations, the Call Centre Operator operates a centralized phone system for the daily receiving and forwarding of calls for Inter-Campus Operations, Housekeeping Services) utilizing current contact centre technology, computer applications and related communications systems in accordance with departmental policies and procedures.

Duties/Accountabilities:

• Operates a centralized phone system and computer to answer and/or transfer incoming requests to appropriate departments.
• Checks incoming emails in dedicated email account and follows established procedures to respond and/or forward.
• Ensures that all requests are logged and documented according to established procedures and/or guidelines.
• Checks status of requests to ensure response timelines are within established procedures and/or guidelines.
• Operates paging systems according to established procedures and/or guidelines.
• Responds to requests by prioritizing and evaluating request, according to established procedures and/or guidelines.
• Carries out responsibilities in accordance with health and safety requirements. Immediately reports unsafe situations by notifying supervisor or other appropriate personnel.
• Performs other related duties as assigned.

Qualifications:

Education, Training and Experience
Grade 12 and one (1) year’s recent, related experience or an equivalent combination of education, training and experience.
Skills and Abilities

• Ability to keyboard at 45 w.p.m.
• 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.