Clerical Associate, Switchboard Pt 2025-5981

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**

$26.162 - $28.313

**Schedule**

Days, Evenings, Nights, Weekends & Holidays

**Shift**

8 hrs / 6 hrs / 4 hrs

**Expected Number of hours**: (not a guarantee): 37.5 hr bi-weekly

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 checks are in