Call Centre Support Worker

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Position: Call Centre Support Staff

File#: 2023-34348

Status: Temporary Full-Time (4 months)

Role Level: Admin Clerical (AC02 $20.15-$25.19)

Dept/Health System: Patient Expereince Office

Hours of Work/Shifts:

Posted: August 18, 2023

Internal Deadline: August 25, 2023

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Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.

Our Mission: A New Kind of Health Care for a Healthier Community

Our Values: Compassion, Excellence, Courage

Our Goals: Quality, Access, Sustainability

Our Enablers: People, Education, Innovation, Research

When we set out to build our vision and future, we connected with our community - patients, families, visitors, physicians, staff and volunteers. The foundational goals of our new strategic plan - quality, access and sustainability - anchor everything we do. Our mission for a new kind of health care is built on an inter-connected system of care organized around patients - inside and outside the hospital.

At THP, we are relentless in providing high quality, compassionate care to our communities and take great pride in fostering an inclusive and accessible environment and we are all accountable for contributing to a healthy, safe and respectful environment for healing and promoting excellence in patient care though advancing patient and staff safety. If you are passionate about what you do, motivated to improve the health of the community, committed to excellence, quality and patient safety we would like you to join our Better Together team!

The Patient Experience Office (PX) is responsible for ensuring that Trillium Health Partners (THP)delivers exceptional patient experiences and is available to support patients to navigate their care including their access to the new patient portal, MyChart.

Working closely with our partners in the Clinical Systems and Informatics (CSI) team that successfully implemented Epic as the THP’s integrated Hospital Information System (HIS) in October 2020, we will be launching a patient portal that gives patients access to their health information. MyChart will be phased in over a number of months and the two teams will work closely to ensure all stakeholders are supported during this project implementation.

The PX and CSI Departments are within the Quality, Risk, Practice and Performance Division and focus on improving the experience for both the patient and the healthcare team.

The Position:

The employee is a highly motivated individual that will be responsible for supporting any inquiries that come through the dedicated MyChart support phone line or email. The employee will utilize all available resources to provide excellent customer service and collaborate with members of the PX and CSI teams to create any new materials to improve the customer experience.

Working remotely, but available for onsite meetings as required, this position will report directly to the Director of Patient Experience

Here’s what you will get to do:

You will be responsible for the effective and efficient support of communications related to MyChart queries received by the MyChart Support team from patients, community members and hospital staff, for example;

• Managing large volumes of inbound calls in a timely manner
• Following call centre “scripts” when handling different questions related to MyChart
• Maintaining Log Sheet of calls, including call resolution
• Completing assigned tasks
• Providing appropriate advice and direction to patients and hospital staff on MyChart
• Any other tasks as assigned
• Assist with end of shift report preparation

Key Criteria:

• Ability to manage workload in a fast-paced multi-task environment
• Demonstrated ability to work independently
• Superior organizational skills are essential
• Previous experience in a call centre environment is an asset
• Demonstrated working knowledge of Microsoft Word, Excel and Outlook is required
• Demonstrated effective customer service focus is required
• College certificate/diploma in healthcare or IT preferred
• Satisfactory attendance and performance is required
• Must possess strong communication and interpersonal skills to respond to staff
• Previous experience in a hospital environment an asset
• Extensive experience with communication equipment and processes

Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.

To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca

Candidates are selected on the basis of their skill, ability, experience and qualifications.

Where these factors are relatively equal seniority shall govern providing the successful applicant.

Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Trillium Health Partners is identified under the French Language Services Act.

We thank all those who apply but only those selected for further consideration will be contacted.