Hospital Contact Centre Agent (Casual)

Hospital Contact Centre Agent

PDHIS Client Services

Vancouver

Must be willing to commute to BC Children’s & Women’s Hospital (C&W) or Lions Gate Hospital (LGH) or St. Paul’s Hospital (SPH) or UBC Hospital (UBCH) or Vancouver General Hospital (VGH) for Casual/On-Call Opportunities.

We are looking for talented and dedicated individuals to support our 24/7 operations; successful applicants will have working availability for day, evening, and night shifts. If you have experience working in customer service, retail, hospitality, staffing clerk, booking clerk and medical office assistant roles, please apply!

You must be willing to commit to a 2 weekorientation.

What you’ll do 

• Answer a multi-line computerized phone system.
• Answer all incoming calls from within the hospital and externally.
• Ask fact finding questions and provide information in a prompt and courteous manner.
• Transfer callers to appropriate departments.
• Respond to all emergency calls in an accurate and timely manner while following the established protocols for each.
• Respond to hospital alarms (emergency and non-emergency) in a timely manner as per established protocols (i.e.: code blue, code white, code pink etc.)
• Operate overhead PA system as per established guidelines.
• View a detailed online scheduling database in order to accurately page medical staff.
• Update on-call schedules and process incoming emails.

What you bring

Qualifications:

• Grade 12 and one (1) year's recent related experience, or an equivalent combination of education, training and experience.
• Relatable experience: working in customer service, retail, hospitality, booking clerk, Medical Office Assistant
• Ability to keyboard at 40 WPM.

Skills and Knowledge:

• 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: Casual (Casual is defined as on-call.  Shifts can be called with minimal notice or pre-booked.)
Wage: $27.56/hour + 13% in lieu
Location: Must be willing to commute to BC Children’s & Women’s Hospital (C&W) or Lions Gate Hospital (LGH) or St. Paul’s Hospital (SPH) or UBC Hospital (UBCH) or Vancouver General Hospital (VGH).

Requisition #CASVGH

What we do

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 is 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.