Communications Operator, UHN Connect

Company Description

UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN’s vision is to build A Healthier World and it’s only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

www.uhn.ca

Job Description

Union : CUPE TGH 
Number of vacancies : 1 
New or Replacement Position:  Replacement 
Site : Toronto General Hospital 
Department : Security, Fire & CONNECT 
Reports to:   Manager 
Hours : 37.5 hours per week 
Salary : $29.45 - $30.38 per hour  
Shifts : Monday-Friday; 1500-2300 
Status : Permanent Full-Time 
Closing Date : October 16, 2026

Position Summary

UHN Connect plays a critical role in the fast-paced communication flow at UHN. The Operator is a vital point of contact for all emergency events. They must accurately interpret and disseminate information to all the necessary key responders in an efficient and timely manner. This requires the Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions. The Operator plays an essential role in UHN’s patient centered care mandate. The day-to-day location of key staff members means that the Operator must retain knowledge of the service specialties and the physicians for all the patient care areas. Answering and processing all calls directed to the main listed numbers for each site requires the Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of UHN. The Operators work with limited supervision and therefore it is essential the Operators be self-directed and conscientious. The Operators must maintain a professional demeanor in all aspects of their role at all times.

Duties

- Responds to all emergency codes and alarms per UHN and Departmental policies and procedures; activates the applicable key responders for all emergency codes and hospital emergency events 
- Responsible for the safe escalation of care by accurately and promptly managing urgent and emergency communications, activating appropriate response processes, and escalating communication failures in accordance with established hospital procedures. 
- Performs 911 calls to activate outside Emergency Services as needed to support UHN teams during a Code following established policies. 
- Monitors the Security radio channel and responds to requests from key responders 
- Documents and records all Codes and Code testing in the appropriate format. 
- Provides Locating Services on a UHN-wide basis 
- Responds to page requests in an efficient and accurate manner 
- Uses computerized paging application to activate routine, urgent and emergent pages, as well as receive and place phone calls. 
- Accurately locates senior administrators, on call personnel, physicians and other medical personnel as required in a timely manner 
- Records, documents, and troubleshoots any reported issues with device owners and escalates unresolved paging issues as needed using established procedures 
- Operates current technologies and equipment required to answer, screen and connect internal and external telephone calls to patients and departments on a hospital-wide basis 
- Serves callers by determining requirements; answering inquiries; resolving problems; fulfilling requests and maintaining database 
- Maintains application databases by entering, verifying and updating information 
- Maintains client confidence and protects operations by keeping information confidential 
- Keeps up to date with all department policies and procedures 
- Manages their individual corporate email account to ensure all communications are read, understood and implemented; dependent on site/shift maintain the assigned Department email inboxes

Qualifications

- At minimum, a completion of 2-year community college program. 
- At minimum, over 2 years practical and related experience in roles requiring strong communication, customer service, and public interaction skills. 
- Good hearing and recall necessary, with the ability to accurately retain and repeat pertinent information 
- Excellent oral comprehension and expression skills, with the ability to accurately receive, retain, interpret, and communicate information and ideas in a way that others will understand. 
- Strong command of the English language; knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar 
- Knowledge of Medical Terminology and ability to correctly use, pronounce and spell complex medical terms 
- Demonstrated advanced technological proficiency, with the ability to quickly learn, navigate, and troubleshoot multiple computer systems, communication platforms, and specialized telecommunications applications in a fast-paced healthcare environment. 
- Demonstrated proficiency with Windows-based applications (Outlook, MS Teams, Word, Excel) 
- Proven skill in typing 50 WPM, with testing to be completed during the screening process 
- Ability to perform duties in a professional, courteous manner, and produce work with a high standard of accuracy and quality, while meeting deadlines in accordance to UHN standards. 
- Ability to exercise initiative and sound judgment while managing multiple competing priorities. 
- Compliance with confidentiality requirements. 
- Ability to work independently while contributing effectively within a collaborative team environment

Additional Information

Why join UHN?
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

- Competitive offer packages
- Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
- Close access to Transit and UHN shuttle service
- A flexible work environment
- Opportunities for development and promotions within a large organization
- Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates.  Please ensure you check your email regularly. At University Health Network (UHN), artificial intelligence technologies may be used to assist in the screening, assessment, and selection of candidates for this position.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.