Communications Operator (Crisis Support)

Medical Third Party Administrator - Burlington, ON (il y a 30+ jours)

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Overview / General Purpose:

The switch board operator is responsible for answering and redirecting all internal and external telephone calls coming into the switchboard as well as processing the applicable emergency line code procedures within the organization. The switch board operator is also responsible for the performance of administrative duties and managing day-to-day disability claims.

This role is primarily consisting of crisis intervention and providing high quality support, information and/or referrals to clients calling, communication with Stakeholders in a professional manner. The operator will provide support in order to provide crisis intervention, peer counseling, supportive counseling to help people with other extremely stressful or overwhelming situations, information, or referring callers on the phone to outside organizations, such as; hospitals or mental health clinics for ongoing mental health treatment service in a non-judgmental manner, while providing support, and administrative tasks. The switch board operator will assist in the Disability Management process to provide solution-focused programs, co-ordination of timely reports, claims and client management for ongoing and new clients. Produce and deliver monthly and annual reports.

Primary Duties and Responsibilities:

· To courteously and efficiently respond to and act upon all telephone calls

· Provide immediate response on the crisis line and determine initial triage, when a client calls.

· Assess participant needs while providing supportive care, Peer support , Crisis intervention, Offering information and appropriate referrals using warm handoffs when possible

· Follow-up post crisis with ongoing telephone support or by connecting clients to appropriate follow-up agencies.

· Adjudication of non-complicated claims

· Participate in client meetings

· Evaluate medical information and determine if key elements are present

· Seek internal guidance, as required

· Keep client fully informed of claim status at all times

· Participate in monthly client calls

· Co-ordination of IME / FAE referrals within 2 days of request

· Provide clients with annual report on accounts without Client Lead

· Ensure reported comments are up to date

· Follow up with DMC, DMS, WCF, WCC, or WCS for any missing claim actions or information.

· Produce Monthly Reports – Highlights any Lost-Time claims and is aware and monitoring action plans on Lost-Time claims.

· Continue to build knowledge on crisis intervention,

· Demonstrate Core Values

· Participate in company brainstorming and committees

Required Competencies:

· Relevant Education or administrative experience in crisis intervention, peer counseling or Mental Health First Aid Course.

· Compassionate and understanding for people dealing with potentially life-threatening situations and be able to assess serious issues.

· Applied Suicide Intervention Skills Training Course

· Successfully complete Suicide Prevention’s training course

· Emotionally and psychologically ready for crisis counseling

· Critical Thinking Skills, analytical reasoning

· High sense of urgency and organization / prioritization skills

· Excellent Customer Service and communication skills

· Able to work as a key member of a team as well as independently

· Ability to work within set procedure and policy to ensure the privacy protocols and standard operating procedures are adhered to at all times

· Abide by company policy, i.e. no gossip, Health & Safety, etc.

Work Hours:

Communications Services is staffed 24 hours a day, 7 days a week, 365 days a year.

Employees are required to work varied shift hours including weekends and statutory holidays as part of the shift rotation.

  • Employees are required to work one of the following shift schedules:
  • 12 Hour shifts, with staggered shift variations on a 4-week rotating cycle.
  • Day shift - 7:00 am to 7:00 pm
  • Night shift - 6:45 pm to 6:45 am
  • Alternating days and nights of 2 or 3 days duration with 1 to 3 days off in between.


  • 8 Hour modified shifts (8.75 & 8.5), with staggered shift variations on a 5-week rotating cycle.
  • Day shift – 6:30 am to 3:00 pm, 7 consecutive
  • Afternoon shift – 2:15 pm to 11:00 pm, 8 consecutive
  • Midnight shift – 10:45 pm to 7:15 am, 7 consecutive for the full time schedule

Working Conditions:

· Office environment

· Ability to sit for prolonged periods of time

Job Type: Full-time