Call Centre Agent

3 weeks ago

Toronto, Canada St. Michael's Hospital Full time

Unity Health Toronto, comprised of Providence Healthcare, St. Joseph’s Health Centre and St. Michael’s Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, spanning primary care, secondary community care, tertiary and quaternary care services to post-acute through rehabilitation, palliative care and long-term care, while investing in world-class research and education. Join our team in our mission to continue to put patients and families at the centre of everything we do, in the role of Call Centre Agent.

The St Michael’s Hospital (SMH) Call Centre provides 24x7 operations answering internal locating calls as well as external callers’ inquiries. The Call Centre Agent is responsible for effectively and efficiently handling internal and external telephone calls, patient inquiries and emergency calls in order to directly contribute to the professional and positive image of the Hospital. The Call Centre Agent should be flexible to work regular as well as early and late hours to provide 24x7 switch board and locating coverage.**DUTIES & RESPONSIBILITIES**:

- Operates switchboards and works as part of a team to effectively handle incoming telephone calls, including locating system and paging service equipment and effectively respond to emergency calls for cardiac, trauma, and fire.
- Performs computer searches for patient information.
- Uses computer technology to update the on-call schedules daily, Hospital Directory, and data entry of information for dispatch and faxing.
- Operates the overhead emergency paging system, as per Hospital procedures
- Perform Response Team pager tests as directed by Call Center Team Lead.
- Maintains a positive image of the Hospital in telephone and personal
- Review performance metrics with Call Center Team Lead to achieve optimal operation goals communication, with patients, vendors, staff, visitors and external callers.
- Has knowledge and familiarity with the Hospital's services and personnel, thereby having ability to direct calls to the appropriate party or provide accurate information.
- Responds appropriately to others in difficult/sensitive situations.
- May perform other duties as requested.

**QUALIFICATIONS**
- Recent experience in a busy call centre environment is required (within last 18 months)
- Must have 5-8 years of customer service experience
- Knowledge of Switchboard & Locating tools and processes, such as Medicall, Simplex & Chubb Fire Alarm panels is required
- Demonstrated excellent oral and written English communication and reading skills in order to effectively communicate and/or respond to patient, visitor, or staff inquiries as required.
- Knowledge and familiarity with the Hospital's terminology, services, personnel and processes is a must
- Excellent record of reliable attendance and punctuality
- Keyboarding (>40 wpm) with working knowledge of personal computers and Microsoft Office software.
- Excellent interpersonal and customer service skills with proven success in working in a team environment.
- Demonstrated initiative and use of good judgment in all areas required by the position.
- Well-developed organizational skills with the ability to work in a fast-paced environment and prioritize tasks appropriately.
- Ability to maintain composure while performing multiple tasks.
- Maintains a positive image of the Hospital in telephone and personal communication, with patients, vendors, staff, visitors and external callers.
- Demonstrated commitment to the Mission and Values of St. Michael's Hospital.
- Ability to met the physical requirements of the position, sitting for extended periods of time, excellent eye and hand coordination while speaking and listening, and typing for an extended period of time.

As the department operates on a 7x24 basis, flexibility is required to work morning, day, evening or night shifts as well on weekends on a rotational basis as per the specific needs of the department.

This position has a minimum guaranteed assignment of 2 day shifts per week (Saturdays and Sundays 14:30-22:30).

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