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Intake Operator

4 months ago

Winnipeg, Canada Misericordia Health Centre Full time

**Requisition ID**: 348490

**Position Number**: 20057095

**Posting End Date**: November 22, 2023

**City**: Winnipeg

**Site**: Misericordia Health Centre

**Department / Unit**: After Hours Central Intake

**Job Stream**: Non-Clinical

**Union**: CUPE

**Anticipated Start Date - End Date**: 11/24/2023 - Indefinite

**Reason for Term**:Other Leave

**FTE**: 0.70

**Anticipated Shift**: Days;Weekends

**Daily Hours Worked**: 7.50

**Annual Base Hours**: 1950

**Salary**:$25.087, $25.839, $26.614, $27.414, $28.235, $29.094

Grow your career in the Winnipeg Health Region Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.

**Position Overview**:
Functioning as a member of the Provincial Health Contact Centre Team, the Intake Operator provides a single point of contact to clients and service providers, recording, receiving and processing incoming requests for assistance and making referrals in accordance with established procedures. The Intake Operator is required to communicate information to other internal and external agencies, to assist with situation resolution according to defined protocols. Interactions will be performed accurately and consistently while maintaining a friendly, customer focussed environment.

**Experience**:

- A minimum of two (2) year’s related experience in a Contact Centre Environment with a strong emphasis on customer service is required.
- Previous experience in health care would be an asset.

**Education (Degree/Diploma/Certificate)**:

- Grade 12 required. Business Administration Diploma or two (2) years towards a University degree required.
- It is recommended that, at minimum, staff possess the Family & Friends category of training.

**Qualifications and Skills**:

- Accurate, effective communication in English is required.
- Typing speed of 30 wpm.
- French language skills an asset.
- Extensive computerized system(s) proficiency preferably operating in a decision-support environment, with knowledge and experience using Microsoft Office.
- A good working knowledge of community resources supporting health and social services would be an asset.
- Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures.
- Strict adherence to the maintenance of effective call control and customer management strategies, including working within defined protocols, practices and procedures, escalate, proper and appropriate call coding.
- Work effectively as a team member.
- Good organizational skills.
- Effective oral and written communication and interpersonal skills are essential.
- Crisis intervention skills.
- Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.

**Physical Requirements**:

- Physical health to meet the requirements of the position.
- Position is fast-paced, high stress, rapidly changing environment, where customer service is part of the business and crisis situations occur.

**This term position may end earlier as outlined in your collective agreement.**

Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.