Administrative Support III

Reporting to the Supervisor of Registration, Switchboard and Patient Information (RSPI), the Switchboard Operator is part of an essential service, 24/7 call Centre team working in a supervised, fast paced and dynamic environment that is the initial point of contact for AHS Calgary Zone. Responsible for managing incoming calls, pocket pagers, the overhead paging system, and on-call medical service. Responsible for Emergency dispatch service for the 600-code emergency line for all Calgary Zone acute hospitals in accordance with the Emergency Response Manual Procedures. This position ensures health information remains confidential by following the Health Information Act (HIA) and Freedom of Information and Protection of Privacy Act (FOIP). Consistently follows Alberta Health Services Information Privacy and Information Security policies. Other responsibilities but are not limited to are: Accurate detail in documentation and checklists. Excellent and calm communication skills and the ability to discern and elicit information, with calls monitored for legal ramifications and/or investigations. Critical thinking with excellent memorization for AHS emergency procedures. Required to train staff, shift lead duties or other related duties as assigned by the supervisor.

As an Administrative Support III, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

Completion of Grade 12 or equivalent.

Medical Terminology. Typing speed of 40 wpm. Computer experience including MS Office (Windows, Word, Excel, Outlook, MS Teams). One year experience in an acute care facility switchboard and/or high acuity call center. Must be able to sit/stand for prolonged periods of time. Mobility needed to turn and do quick movements for urgent communication with colleagues. Ability to maneuver between multiple screens and other communication equipment. Must be comfortable wearing a headset, while answering code phone simultaneously. Strong verbal and written English communication skills with telephone etiquette as there is a high degree of interaction with patients and a variety of disciplines at all levels of the organization. Ability to respond to emergency code calls that require immediate attention. Ability to manage stressful situations and demonstrate respect for others while being tactful, courteous, and diplomatic. Able to work all shifts as operationally required as is an essential service that runs 24/7.

Experience with Smart Console, Avaya Telephone equipment and Motorola Pagers. Have recent customer service experience. Graduate of the Medical Office Assistant, Unit Clerk and/or Post-secondary education as applicable to the position. Recent experience in a hospital environment is preferred. Emergency dispatch or Switchboard emergency dispatch is preferred.