Telehealth Associate

2 weeks ago

Dartmouth, Canada Medavie Health Services Full time

Position Type:
Permanent

Closing date:
Emergency Medical Care Inc.

(EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness.

As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.


We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations.

We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.


The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.


In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.


Nature and Scope:


As a member of the 811 team, the Telehealth Associate acts as the first point of access to Telecare Services and responds to all incoming calls; manages the call queue within quality standards and specifications for the Telecare Services; supports workforce and quality activities.


Duties and Responsibilities:

  • Practices within the scope, process and policy frameworks of the program and the role defined for Telehealth Associates
  • Answers incoming calls
  • If indicated as per call processing policy, transfers incoming calls directly to the Ambulance Dispatch Center, a Telehealth Nurse, or Clinical Therapist
  • Manages the call queue within the decision support software and in accordance with established policy
  • Reports unusual calls or occurrences to the onduty Clinical Shift Supervisor or Operation Support Team Leader in a timely manner
  • Completes other administrative support activities as required
  • Respects quality standards and contributes to service excellence
  • Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential and caring manner
  • Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions
  • Participates in staff orientation and continuing education sessions as required

Qualifications and Requirements:

  • Minimum of 1 year of relevant experience, with work experience in a healthcare or customer call center environment considered an asset
  • Strong computer and telecommunication skills
  • Knowledge of computer environments and basic computer programs (word processing, data entry, spreadsheets)
  • Advanced ability to establish rapport through telephone contact
  • Strong communication and interpersonal skills
  • Capacity to work in a team environment and support coworkers
  • Ability to identify opportunities for personal, team and service improvement and recommend workable solutions
  • Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member
  • Ability and willingness to work rotating shifts, 7 days a week

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