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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.

There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.

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Job Qualifications

• Grade XII plus one-year related experience performing data entry, customer service, time management, organizing, and multitasking OR graduate of a recognized one-year secretarial/business program
• Good working knowledge of Windows, Word, spreadsheets, and database programs required
• Excellent organizational skills and flexibility in meeting workload demands
• Team player with strong interpersonal skills.
• Attention to detail.

Key Responsibilities

• Answer incoming calls from the public.
• Schedule, reschedule, and cancel vaccine appointments using the CanImmunize platform for:
  • COVID-19
  • Influenza
  • Pneumococcal
  • Meningococcal B (Men-B)
  • Shingles
  • RSV
• Respond to general questions regarding vaccines, testing, eligibility requirements, and booking processes.
• Provide information on vaccine services not booked through the 811 lines, including locations, booking methods, and basic eligibility criteria.
• Refer callers to appropriate internal and external resources, including:
  • Public Health
  • 811
  • VaxRecordNS
  • YourHealthNS
  • Other Nova Scotia Health programs and services
• Document all caller interactions accurately and thoroughly, the 811 Decision Support Software, and Daily Call Logs.
• Manage incoming call queues in accordance with established service level expectations.
• Maintain caller confidentiality and adhere to all privacy, quality, and organizational standards.
• Follow established policies, procedures, workflows, and operational guidelines.
• Troubleshoot system and application issues related to supported programs and services.
• Support continuous quality improvement by providing respectful, courteous, confidential, and patient-centered service.

General Responsibilities

• Contribute to a positive, respectful, and healthy workplace culture.
• Participate in staff orientation, training, and ongoing professional development opportunities.
• Support effective teamwork through active participation in meetings and open communication.
• Contribute to service improvement initiatives and program development activities.
• Maintain professional conduct and support overall team success at all times.
• Bilingual language skills will be considered an asset.
• The hourly rate for this position is $23.35 per hour, in accordance with the applicable collective agreement.
  

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While Medavie may use automated tools, including AI, to support application screening, candidates are expected to complete all recruitment interactions independently—without AI assistance—to ensure a fair and equitable process.

Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.