Associés - Dartmouth, Canada - Medavie Health Services

Medavie Health Services

Verified Company

Dartmouth, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Type:
Permanent

Date de clôture:
Emergency Medical Care Inc.

(EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness.

As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations.

We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

Nature and Scope:

As a member of the 811 team, the Telehealth Associate acts as the first point of access to Telecare Services and responds to all incoming calls; manages the call queue within quality standards and specifications for the Telecare Services; supports workforce and quality activities.

Duties and Responsibilities:

Practices within the scope, process and policy frameworks of the program and the role defined for Telehealth Associates
Answers incoming calls
If indicated as per call processing policy, transfers incoming calls directly to the Ambulance Dispatch Center, a Telehealth Nurse, or Clinical Therapist
Manages the call queue within the decision support software and in accordance with established policy
Reports unusual calls or occurrences to the onduty Clinical Shift Supervisor or Operation Support Team Leader in a timely manner
Completes other administrative support activities as required
Respects quality standards and contributes to service excellence
Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential and caring manner
Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions
Participates in staff orientation and continuing education sessions as required

Qualifications and Requirements:

Minimum of 1 year of relevant experience, with work experience in a healthcare or customer call center environment considered an asset
Strong computer and telecommunication skills
Knowledge of computer environments and basic computer programs (word processing, data entry, spreadsheets)
Advanced ability to establish rapport through telephone contact
Strong communication and interpersonal skills
Capacity to work in a team environment and support coworkers
Ability to identify opportunities for personal, team and service improvement and recommend workable solutions
Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member
Ability and willingness to work rotating shifts, 7 days a week