Clerical Associate, Switchboard Ptc 2024-5644

Overview:
Join a hospital where everyone makes a difference Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation.

Our vision is to **_creating healthier communities together_**_._ Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond.
- Healthcare of Ontario Pension Plan (HOOPP)
- Group Benefits, including Health & Dental, for full time employees
- Employee & Family Assistance Program
- Career Development & Education Grant
- Wellness & Wellbeing Program
- Diversity, Equity & Inclusion Initiatives

**Job Description**:
**Salary**

$25.400 - $27.488

**Schedule**

Days, Evenings, Nights, Weekends & Holidays

**Shift**

8 hrs / 6 hrs / 4 hrs

**Expected number of hours**: 36 every two weeks (not a gurantee of hours)

The Switchboard Clerical Associate will contribute to the call centre team by managing all calls that must be dispatched through a busy hospital switchboard, as well as being the hub for emergency calls. Responsibilities include:
- Provide console/switchboard services- Operate a multi-purpose switchboard console including answering, screening and connecting telephone calls to patients and departments on a Hospital-wide basis.- Provide assistance with connecting long distance telephone calls.- Respond to verbal inquiries and provides basic information as requested, within scope of authority.- Respond to internal and external inquiries including providing appropriate Hospital and patient information (i.e. Hospital location, patient room/extension number, etc.), in accordance with Hospital policy and in a manner consistent with patient confidentiality.- Direct visitors to the appropriate personnel or services.- Provide locating services on a Hospital-wide basis.- Locate senior administrators, on call managers, physicians and other medical personnel-
- Provide assistance in locating patients, making inquiries regarding patient transfers.- Monitor Hospital alarm system, in accordance with established requirements, guidelines and processes.- Conduct response testing for Emergency codes, pagers and switchboard console- Respond to all alarms and emergency codes.- Document and executes appropriate procedures for emergency systems in a methodical and timely manner.- Accurate record taking and logging of calls in dispatching software system; update guidelines and training manuals, enter bedcount in Criticall database; ability to maintain calm, professional demeanor at all times.- The Clerical Associate must maintain strict confidentiality of all patient information in accordance with the Personal Health Information Protection Act (PHIPA).

**The successful incumbent must be available 7 days per week for a variety of shifts, including days, evenings, nights, weekends, including statutory holidays. CMH schedules for the efficient operation of the Hospital.**

The physical demands of the role may include but are not limited to prolonged sitting, standing, walking, bending, lifting, pushing and pulling. This position contributes to ensuring there is a safe environment for patients, staff and visitors.

**Skills and Qualifications**:

- Medical Office Administration Program certificate required
- Medical Terminology Certificate an asset
- Minimum 2 years of current switchboard and call centre experience required
- Successful completion of secondary school is required
- Current experience with dispatching software and excellent keyboarding, data entry skills required
- Current experience in a health care setting preferred
- Proficient in Microsoft Office
- Strong keyboarding/data entry skills required
- Current experience with Meditech System (Health Information System) is required
- Excellent communication skills (both written and verbal) are essential
- Demonstrated organizational and record keeping skills with a focus on accuracy
- Proven decision-making ability, good judgment, and the ability to coordinate, prioritize and develop effective workflow methods
- Strong interpersonal skills with a focus on quality customer service is essential
- Professional attitude and pleasant manner when dealing with internal and external calls
- Attention to detail and proven ability to work independently as well as part of a team
- Ability to prioritize in a fast paced environment with competing priorities, while demonstrating excellent customer service skills
- Client service oriented, with the ability to effectively work with diversity
- Demonstrated ability to attend work on a regular basis is required
- The successful external applicant is required to provide the applicable criminal record check, as requested by Human Resources, in accordance with federal and provincial legislation. Valid criminal record