Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.  Under the supervision of the Manager, Switchboard Services or designate, the Switchboard Operator functions as the first point of contact to the public while operating a multi-line computerized hospital switchboard console, public address, and paging systems; accepts and directs calls from a variety of customers according to established policies, standards and procedures for multiple health care facilities of the Provincial Health Services Authority, Vancouver Coastal Health, and Providence Health Care, while playing a significant role in ensuring that callers have a positive experience.  The Switchboard Operator responds to various hospital alarms (including patient-related code alarms) and carries out established emergency procedures.  Performs routine updates to the switchboard directory and on-call scheduling databases in accordance with established department guidelines utilizing database, word processing, and spreadsheet software.

Duties/Accountabilities:

1.    Operates a multi-line computerized switchboard console by:

a.    Answering all calls, acknowledging the caller, listening attentively, and asking questions to clarify the caller’s inquiry;
b.    Transferring phone calls to appropriate locals, providing information, and responding to the caller’s needs in a prompt and courteous manner;
c.    Responds to each hospital alarm (emergency and non-emergency) in a timely manner as per established guidelines. (i.e. fire, arrest, medical stat call, bomb threat, elevator.)

2.    Operates Public Address system as per established guidelines.

3.    Operates paging system to page Doctors, Nurses and other on-call staff as required per established guidelines.

4.    Provides TTD service for hearing impaired customers by utilizing a Telecommunications device.

5.    Updates related switchboard databases and documents such as switchboard directory, and paging and on-call schedules by entering provided information as per established guidelines.

6.    Requests repairs on consoles, paging and related equipment according to established guidelines by methods such as contacting the Service Desk and/or their Team Lead.

7.    Participates in continuous quality improvement activities by performing duties such as attending meetings and providing input/feedback to the Manager, Switchboard Services, or designate, on opportunities for process improvement.

8.    Identifies and reports to the Manager, Switchboard Services, or designate, unusual trends or system conditions which require investigation such as an increase of unusual phone calls or error messages on the monitors.

9.    Reviews and updates the department communication log book according to established procedures by methods such as reading the log book at the start of a shift and entering the required information for an incident such as an abusive phone call.

10.    Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

•    Grade 12 and one (1) year's recent related experience, or an equivalent combination of education, training and experience.

Skills and Abilities

•    Ability to keyboard at 40 w.p.m.
•    Ability 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 required equipment.

** Please note: Support for nomination with the BC Provincial Nominee Program is not a guarantee or an employee benefit upon receiving a full time job offer with PHSA**