Cambridge Memorial Hospital

  • Clerical Associate, Switchboard

    Posted Date 2 weeks ago(6/14/2018 12:08 PM)
    Job ID
    # Positions
    Job Type
    Part Time
    Closed Date
  • Overview

    We are a large acute care, community hospital serving Cambridge, North Dumfries and the Region of Waterloo with 280 physicians, 1100 full- and part-time professional health care staff and more than 400 active volunteers. Our vision is to provide exceptional healthcare by exceptional people, with an emphasis on giving patients and their families an exceptional experience when they visit our hospital. With help from our Foundation partners and our supportive community, we purchase over $4 million of medical equipment each and every year to help ensure you will work with the best tools possible when caring for your patients. In collaboration with universities and colleges, we are also a teaching and placement site for medical, nursing and allied health programs. To learn more about Cambridge Memorial Hospital (CMH), please visit our website at

    You will join CMH as we embrace a new era of care, expanded services and innovation. Construction is underway of a modern 5-storey tower and total renovation of all existing inpatient care and clinical support areas. Upon completion, our new hospital  will contain:

    • Patient care areas that are doubling in size, including larger surgical suites to accommodate advanced minimally invasive surgical equipment and an Emergency Department with dedicated treatment areas for mental health and different surgical subspecialties
    • A patient-centred building design that promotes healing and intuitive wayfinding, while maximizing natural lighting and sight lines to the natural beauty of the Grand River
    • An increase in beds from 143 to 197 to accommodate expanded services like Surgery, Mental Health and Intensive Care. About 80% of inpatient rooms will be single occupancy to meet the latest infection control and building code standards for hospitals


    Job Description

    The Switchboard Clerical Associate will contribute to the call centre team by managing all calls that must be dispatched through a busy hospital switchboard, as well as being the hub for emergency calls.  Responsibilities include:

    • Provide console/switchboard services
    • Operate a multi-purpose switchboard console including answering, screening and connecting telephone calls to patients and departments on a Hospital-wide basis.
    • Provide assistance with connecting long distance telephone calls.
    • Respond to verbal inquiries and provides basic information as requested, within scope of authority.
    • Respond to internal and external inquiries including providing appropriate Hospital and patient information (i.e. Hospital location, patient room/extension number, etc.), in accordance with Hospital policy and in a manner consistent with patient confidentiality.
    • Direct visitors to the appropriate personnel or services.
    • Provide locating services on a Hospital-wide basis.
    • Locate senior administrators, on call managers, physicians and other medical personnel
    • Use paging application to activate long range pagers.
    • Provide assistance in locating patients, making inquiries regarding patient transfers.
    • Monitor Hospital alarm system, in accordance with established requirements, guidelines and processes.
    • Conduct response testing for Emergency codes, pagers and switchboard console
    • Respond to all alarms and emergency codes.
    • Document and executes appropriate procedures for emergency systems in a methodical and timely manner.
    • Accurate record taking and logging of calls in dispatching software system; update guidelines and training manuals, enter bedcount in Criticall database; ability to maintain calm, professional demeanor at all times.


    The successful incumbent must be available 7 days per week for a variety of shifts, including days, evenings, nights, weekends, including statutory holidays. CMH schedules for the efficient operation of the Hospital.


    The physical demands of the role may include but are not limited to prolonged sitting, standing, walking, bending, lifting, pushing and pulling. This position contributes to ensuring there is a safe environment for patients, staff and visitors.


    Posted hours do not constitute a guarantee that shifts will not be subject to change.



    Skills and Qualifications:


    • Successful completion of secondary school is required
    • Medical Office Administration Program certificate required
    • Minimum 2 years of current switchboard and call centre experience required
    • Current experience with dispatching software and excellent keyboarding, data entry skills required
    • Current experience in a health care setting preferred
    • Medical Terminology Certificate an asset
    • Proficient in Microsoft Office
    • Strong keyboarding/data entry skills required
    • Current experience with Meditech System (Health Information System) is required
    • Excellent communication skills (both written and verbal) are essential
    • Demonstrated organizational and record keeping skills with a focus on accuracy
    • Proven decision-making ability, good judgment, and the ability to coordinate, prioritize and develop effective workflow methods
    • Strong interpersonal skills with a focus on quality customer service is essential
    • Professional attitude and pleasant manner when dealing with internal and external calls
    • Attention to detail and proven ability to work independently as well as part of a team
    • Ability to prioritize in a fast paced environment with competing priorities, while demonstrating excellent customer service skills
    • Client service oriented, with the ability to effectively work with diversity
    • Demonstrated ability to attend work on a regular basis is required


    Cambridge Memorial Hospital is committed to providing and fostering a respectful workplace.  All reasonable accommodation will be made to support participation in the recruitment process.  Where needed, accommodations for disabilities will be provided, on request, to support participation in all aspects of the recruitment process.


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