Operator – Integrated CARE Centre

Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.

Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.

A key member of the Integrated CARE Centre, the operator is accountable for optimizing the coordination of flow support operations. The operator is responsible for effectively triaging demand service requests in alignment with the flow priority matrix, synchronizing bed turnover requests with patient transfer events, and proactively monitoring all movements to prevent unnecessary delays. This role provides situational awareness and real-time decision-making support to help maintain reliable and effective patient flow.

The Integrated CARE Centre Operator is responsible for the effective coordination and dispatching of Transport Services, Flow Teams, and Environmental Services staff in alignment with current standards of practice. Operating in a high-volume call intake environment, the operator will ensure timely and efficient assignment of on-demand services, demonstrating strong prioritization skills and dispatch accuracy.

• Minimum of 1 year current related experience in a call centre environment

• Previous experience in a hospital setting is an asset

• Previous experience of a console and paging system is an asset

• Demonstrates interpersonal and communication skills

• Knowledge of Environmental Services, Transport, and Linen departments is an asset

• Demonstrates professional and courteous telephone mannerisms

• Demonstrates knowledge and understanding of hospital information systems

• Regular attendance is a requirement of the position as is the ability to do shift work, weekends and overnights to accommodate specific components of the job

• Demonstrates knowledge of confidentiality and FIPPA laws that apply to hospitals

• Demonstrates excellence in communication, both written and verbal

• Demonstrates problem assessment skills

• Demonstrates commitment to customer service and teamwork

• Demonstrates individual leadership skills

• Commitment to providing exceptional experience for patients and families, as well as other members of the healthcare team within the challenging and exciting healthcare environment

• Demonstrates commitment to, and understanding of, the principles of diversity, equity and inclusion

• Models behaviour that is aligned with the values of Southlake Health

• Always with compassion

• Power of many

• Serve with purpose

• Every voice matters

• Minimum Grade 12 education

• Graduate from a Community College course in 911 and Emergency Services Communications preferred

Regular and reliable attendance is an expected requirement of this position.

At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.

It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.