The University Health Network,
where above all else the needs of patients come first , encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education at UHN.
The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education.
With a long tradition of groundbreaking firsts and a purpose of Transforming lives and communities through excellence in care, discovery and learning , the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers.
UHN is a caring, creative place where amazing people are amazing the world. Find out about our purpose, values and principles here.
UHN CONNECT plays a critical role in the fast-paced communication flow at UHN’s Acute and Rehab sites. The Operator is a vital point of contact for all emergency events.
They must accurately interpret and disseminate information to all the necessary key responders in an efficient and timely manner.
This requires the Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions.
The Operator plays an essential role in UHN’s patient centered care mandate. The day to day location of key staff members means that the Operator must retain knowledge of the service specialties and the physicians for all the patient care areas.
Answering and processing all calls directed to the main listed numbers for each Acute and Rehab site requires the Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of UHN.
The Operators work with limited supervision and therefore it is essential the Operators be self-directed and conscientious.
The Operators must maintain a professional demeanour in all aspects of their role at all times.
Transforming Healthcare Delivery!
Responds to all emergency codes and alarms per UHN and Departmental policies and procedures; activates the applicable key responders for all emergency codes and hospital emergency events
Performs 911 calls to activate outside Emergency Services as needed to support UHN teams during a Code following established policies
Monitors the Security radio channel and responds to requests from key responders
Documents and records all Codes and Code testing in the appropriate format.
Provides Locating Services on a UHN-wide basis
Responds to page requests in an efficient and accurate manner
Uses computerized paging application to activate long range pagers and other mobile devices
Accurately locates senior administrators, on call personnel, physicians and other medical personnel as required in a timely manner
Problem solves and trouble shoots any reported pager issue with device owner and escalates unresolved paging issues as needed using established procedures
Offers and provides a spare pager to on call UHN staff
Records and documents any pager issues in the appropriate format
Executes excellent call management and provides exemplary customer service
Operates current technologies and equipment required to answer, screen and connect internal and external telephone calls to patients and departments on a Hospital-wide basis
Serves callers by determining requirements; answering inquiries; resolving problems; fulfilling requests and maintaining database
Answers inquiries by clarifying desired information; researching; locating and providing desired information
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems
Maintains and improves quality results by adhering to standards and guidelines; recommending improvements to established procedures
Maintains application databases by entering, verifying and updating information
Maintains client confidence and protects operations by keeping information confidential
Exemplifies customer service and supports the Organization’s mission in the execution of the role of Switchboard Operator
Maintains, understands and executes all internal communications and engages in professional development
Keeps up to date with all department policies and procedures
Manages their individual corporate email account to ensure all communications are read, understood and implemented; dependent on site / shift maintain the assigned Department email inboxes
Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner.
Performs cross-functional and / or other duties consistent with the job classification, as assigned or requested.
At minimum, completion of 2 year community college program.
At minimum over 2 years practical and related experience
Leadership / Additional Skills :
Good hearing and recall necessary for the ability to retain and repeat pertinent information
Oral Comprehension the ability to listen to and understand information and ideas presented through spoken words and sentences
Oral Expression the ability to communicate information and ideas in speaking so others will understand
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar
Proven skill in typing 40 WPM with testing to be completed during screening process
Knowledge and ability to navigate through and effectively use various Windows based applications
Knowledge of Medical Terminology and ability to correctly use, pronounce and spell complex medical term
Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines in accordance to UHN standards.
Exercise initiative and good judgment with ability to multi-task.
Compliance with confidentiality requirements.
Excellent organizational, interpersonal, and communication skills both written and verbal
Knowledge of applicable UHN and / or departmental policies.