Functioning as a member of the Provincial Health Contact Centre Team, the Intake Operator provides a single point of contact to clients and service providers, recording, receiving and processing incoming requests for assistance and making referrals in accordance with established procedures. The Intake Operator is required to communicate information to other internal and external agencies, to assist with situation resolution according to defined protocols. Interactions will be performed accurately and consistently while maintaining a friendly, customer focused environment.

Experience

• A minimum of two (2) year’s related experience in a Contact Centre Environment with a strong emphasis on customer service is required.
• Previous experience in health care would be an asset.
• Experience with email and computerized scheduling is required.

Education (Degree/Diploma/Certificate)

• Grade 12 required. Business Administration diploma or two (2) years towards a University degree required.
• Cardiopulmonary Resuscitation (CPR) training requirements for this position shall be in accordance with the Employer policy.

Certification/Licensure/Registration

Not Applicable

Qualifications and Skills

• Accurate, effective communication in English is required.
• Typing speed of 30 wpm.
• French language skills an asset.
• Extensive computerized system(s) proficiency preferably operating in a decision-support environment, with knowledge and experience using Microsoft Office.
• A good working knowledge of community resources supporting health and social services would be an asset.
• Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures.
• Strict adherence to the maintenance of effective call control and customer management strategies, including working within defined protocols, practices and procedures, escalate, proper and appropriate call coding.
• Work effectively as a team member.
• Good organizational skills.
• Effective oral and written communication and interpersonal skills are essential.
• Crisis intervention skills.
• Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.

Physical Requirements

• Physical health to meet the requirements of the position.
• Position is fast-paced, high stress, rapidly changing environment, where customer service is part of the business and crisis situations occur.