Operator, Centralized Contact Centre
4 weeks ago
Why Fraser Health?:
Fraser Health continues to be recognized as one of BC's Top Employers, are you someone who is passionate about making a difference in the lives of others?
Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of 43,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.
Effective October 26th, 2021, all new hires to Fraser Health will need to have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.
Come work with dedicated health care providers who are enthusiastic and committed to provide quality healthcare to our clients/patients/residents. We invite you to find out why more than 95% of new employees recommend Fraser Health as an excellent place to work. Work hard and have fun while you do it.
Curious to learn what it’s like to work here? Like us on
**LinkedIn** (fraserhealthcareers) for first-hand employee insights.
Detailed Overview:
Operates a centralized phone system for receiving and forwarding calls and/or information utilizing contact centre technology, public address and associated communications equipment, in accordance with departmental policies and procedures; monitors various alarms and follows established procedures in emergency situations.
**Responsibilities**:
- Operates a centralized phone system and a computer terminal to answer and/or transfer internal and external calls to appropriate departments, physicians, and staff; responds to inquiries for information such as patient room numbers and visiting hours.
- Responds to calls such as complaints, emergency, non-emergency and public inquiries by prioritizing and evaluating incoming calls; inquires for additional information from the caller to determine appropriate communication protocol/procedures.
- Operates the public address system and other paging systems/or cell phones to contact physicians and staff members, and to contact appropriate on-call doctors or other personnel, according to established procedures.
- Monitors various alarms and follows established procedures in emergency situations; ensures that all calls, requests and/or messages are logged, documented and filed according to authorized procedures.
- Provides directions to patients and the public regarding the location of various departments and services within the facility; provides after hours on-call support to various departments.
- Performs other related duties as assigned.
Qualifications:
**Education and Experience**
Grade 12 and one (1) year recent related experience or an equivalent combination of education, training and experience.
**Skills and Abilities**
- Ability to keyboard 35 wpm
- 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.
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