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Call Centre Operator, Inter-Campus Operations

4 months ago

Vancouver, Canada PHSA Full time

Call Centre Operator, Inter-Campus Operations

Children's & Women's Health Center

Vancouver, BC

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority safety, including patient and employee safety is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Manager, Call Centre Operations, the Call Centre Operator operates a centralized phone system for the daily receiving and forwarding of calls for Inter-Campus Operations, Housekeeping Services) utilizing current contact centre technology, computer applications and related communications systems in accordance with departmental policies and procedures.


What you’ll do

Operates a centralized phone system and computer to answer and/or transfer incoming requests to appropriate departments. Checks incoming emails in dedicated email account and follows established procedures to respond and/or forward. Ensures that all requests are logged and documented according to established procedures and/or guidelines. Checks status of requests to ensure response timelines are within established procedures and/or guidelines. Operates paging systems according to established procedures and/or guidelines. Responds to requests by prioritizing and evaluating request, according to established procedures and/or guidelines. Carries out responsibilities in accordance with health and safety requirements. Immediately reports unsafe situations by notifying supervisor or other appropriate personnel. Performs other related duties as assigned.

What you bring

Qualifications

Grade 12 and one (1) year’s recent, related experience or an equivalent combination of education, training and experience. Ability to keyboard at 45 to communicate effectively both verbally and in writing. Ability to deal with others effectively. Physical ability to carry out the duties of the position. Ability to organize work. Ability to operate related equipment.

Skills & Knowledge

Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019). As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees. Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles. Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources. Annual statutory holidays (13) with generous vacation entitlement and accruement. PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position). Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Requisition #  167186E

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority () plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: 

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at .

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.