Communications Operator

1 month ago

Toronto, Canada Sinai Health Full time

Are you ready to play a pivotal role in our hospital's communication network? As a Communications Operator at Mount Sinai Hospital, you'll be integral to maintaining the flow of information and connecting patients, staff, and the public. This role offers a unique blend of dynamic problem-solving and critical thinking in a high-paced setting where every call matters. You'll gain valuable experience with technologies like the CISCO unified attendant console and public address systems, while also honing essential skills in multitasking, critical thinking, and teamwork. Whether you're providing information or handling emergency codes, your work will directly contribute to the hospital's mission of delivering exceptional patient care.

**Is this you?**

Are you a calm and composed individual who excels in challenging situations? You are the kind of person who can maintain clarity and focus even in fast-paced scenarios. Your ability to think quickly and make sound decisions is invaluable, especially when handling emergency calls. You have a knack for multitasking, which enables you to seamlessly switch between managing calls, operating communication systems, and coordinating with hospital staff.

You are a compassionate communicator, understanding the importance of empathy and patience when interacting with patients, families, and medical professionals. Your exceptional listening skills ensure that you accurately assess and relay critical information, making sure every call is handled with care and precision. Your dedication to providing clear and concise information is a testament to your commitment to great customer service.

**About the Switchboard and Locating team**

The Switchboard and Locating team at Mount Sinai Hospital serves as the central communication hub, supporting all hospital departments, affiliated sites, and external emergency services. We provide general information, on-call paging, and coordination, ensuring that staff and patients receive prompt assistance.

Operating 24/7, our team manages over 3,000 calls daily, including more than 800 Emergency Code calls annually. We are committed to ensuring smooth communication across the hospital, addressing every request with precision and care. As live operators available around the clock, we play a crucial role in delivering exceptional patient care and support.

**In this role you will**:

- Answer and redirect incoming calls on the main switchboard, Patient Inquiry Line and Locating (paging hospital staff)
- Provide coverage at the Information Reception Desk
- Page staff through on call database in accordance to 24 hour on call schedules
- Perform data entry using Microsoft Office
- Communicate Emergency Code throughout hospital according to established policy/procedures
- Complete departmental incident reports as required
- Complete incident reports for all complaints and concerns raised by callers and forwards to Supervisor for follow up
- Log all physician pages and outgoing long-distance calls per established policies and procedures
- File departmental reports as needed
- Assist with the orientation and training of new staff as assigned
- Perform other duties as assigned
- Job Requirements**Job Requirements**:
Mandatory
- Successful completion of high school diploma

Preferred
- Successful completion of a Conflict Resolution and Customer Service course
- Proficiency in Microsoft Office (Word, Excel and Access)

Skills and Knowledge
- Demonstrates strong interpersonal skills
- Strong communication skills both verbally and written
- Demonstrated ability to work independently and as a team player in a challenging and changing environment
- Ability to work in a fast paced, stressful environment
- Ability to multi-task with excellent time management and organizational skills
- Demonstrated satisfactory work performance and attendance history

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