CritiCall Call Agent

Description CRITICALL CALL AGENT Reference #: 2025-143 Strong. Proud. Uplifting. At Ornge, we believe that ordinary people can do extraordinary things. Each day, we connect communities with critical care across Ontario, Canada. In the air and by land, our teams deliver equity in emergency response, uplifting the lives of those in our care. We are excited to onboard individuals who bring energy, enthusiasm, and professionalism to our growing group of difference‑makers and life‑changers. Discover Ontario, Canada, and an exciting career with Ornge. Position Title Call Agent Department / Section CritiCall Call Centre Employment Status Permanent Part Time Hours per week: 11.25 Targeted Salary: $32.41 per hour (CUPE local 7800) Work Mode On‑Site Existing Vacancy: Yes Location: 1725 Upper James St., Hamilton, Ontario Posting Open Date: Monday, November 3, 2025 Posting Close Date: Monday, November 10, 2025 Uplifting Your Career at Ornge Ornge and CritiCall Ontario have long shared a mission : ensuring critically ill patients across Ontario receive timely, safe, and coordinated care. With the recent approval from the Ministry of Health to formally unify our services, we are entering an exciting new chapter that will elevate our impact across the province. About CritiCall Ontario CritiCall Ontario is a 24‑hour emergency consultation and referral service funded by the Ontario Ministry of Health. It supports physicians in acute care hospitals across Ontario by facilitating access to urgent and emergent care. Established in 1988, CritiCall Ontario has evolved to meet the needs of healthcare stakeholders, ensuring that patients receive timely care as close to home as possible. Recently, it has integrated with Ornge, Ontario’s provider of air ambulance and critical care transport services, to enhance its services and support for critically ill patients. Learn more about what CritiCall does by watching this short video : As part of this transformation, we are expanding our team and inviting passionate, detail‑oriented professionals to join us as Call Agents at our newly established Critical Care Land Ambulance base, co‑located with CritiCall Ontario’s head office in Hamilton. As a Call Agent, you will be at the heart of Ontario’s critical care coordination system. You’ll facilitate emergency patient referrals and communication services for healthcare providers across the province, helping to ensure patients receive the right care, at the right time, in the right place. This role is ideal for individuals who thrive in fast-paced environments, have a strong understanding of healthcare systems, and are committed to making a meaningful difference in patient outcomes. Key Accountabilities Facilitate real‑time communication between healthcare providers and medical resources across Ontario. Maintain and navigate multiple data systems while prioritizing patient needs. Collaborate with community, regional, and provincial partners to support seamless care coordination. Participate in quality assurance and continuous improvement initiatives. Apply critical thinking and problem‑solving to triage cases and identify appropriate medical specialists. De‑escalate challenging conversations with professionalism and empathy. Qualifications Postsecondary education complemented by a minimum of 2 years of medical related experience such as paramedic, RN / RPN, emergency or clinical experience preferred or Emergency Telecommunications Certificate. Valid Standard First‑Aid / CPR and AED Level C Certificate within 24 months of hire date. Knowledge of the provincial ambulance system and emergency services communications. Experience working within the Air and / or Land Ambulance Transfer System preferred. Dispatch experience is considered an asset. Completion of a Medical Terminology course. Must be able to read, write, and speak English fluently in accordance with the current MOH Communications Service Review Standards. Technical proficiency in call centre systems, automated telecommunications tools, and MS Office Suite. Recruitment, Training and Onboarding Program All applicants must successfully pass CritiCall pre‑employment testing as part of the recruitment process. New hires will be required to satisfy CritiCall Training and Orientation Program requirements. Total Rewards Pay in lieu of benefits and vacation. 24 / 7 Employee and Family Assistance Program. PERKS Employee Promotional Programs relating to personal phone plans, furniture, home / car insurance, travel, fitness, attractions and more At Ornge, we are Community connectors. Equity in healthcare. Strong in our convictions. Proud of the services we provide. Uplifting in our mission, values, and services. You can expect us to be Competitive in pay, benefits, vacation time and more. Promoters of diversity. Champions of inclusivity and accessibility. Committed to your career advancement. A tight‑knit, supportive culture. A bit about you You are driven by our collective desire to make a difference. Excited by problem solving and excels at in‑the‑moment decision making. Teamwork has always been where you thrive. You are ready to put your skills into action in a fast‑paced environment. #J-18808-Ljbffr