Telephone and Nurse Call System Administrator

We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada's leading owners and operators of seniors' residences. We offer care, support, services and housing in Retirement and Long Term Care to seniors/residents and their families. And we truly believe it is a privilege to serve Canada's seniors, ensuring they live fulfilling lives with the utmost comfort, dignity and respect.

At Sienna, we empower our 12,000 team members to help our residents live the life they desire and deserve. We provide our team members the tools and support to deliver excellent clinical care and elevate the resident experience through choice, personalization, and community engagement.

What Sienna Offers: We are a purpose driven organization. We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work.

What You'll Be Doing: The Telephone and Nurse Call Administrator is responsible for ensuring the seamless operation and management of the organization's phone systems and nurse call systems. This position will support the front-line staff, coordinate with external vendors and partners, and maintain accurate documentation for related projects. The role requires a combination of traditional voice communication as well as VOIP technical expertise, strong communication skills, and the ability to understand the needs of clinical staff to ensure high-quality service delivery and operational efficiency.

• Phone and Nurse Call System Administration:
  Perform regular maintenance and upgrades to phone, nurse call and DECT systems. Ensure these systems are functioning correctly to support patient care and clinical operations.
• Technical Support and Troubleshooting:
  Serve as a primary technical resource for any issues related to phone and nurse call systems. Provide troubleshooting and resolution support to staff ensuring minimal disruption to services.
• Communication and Collaboration:
  Provide timely communications to frontline staff through the ticketing system. Communicate with staff and support vendors on the phone regularly and bridge the gap between technical and non-technical audiences.
• Project Support:
  Carry out related project tasks as required. Ensure that technical requirements are met. Help with functional testing, training of front-line staff and prepare all technical documentation.
• Audit and Reporting:
  Gather relevant metrics for audit reports. Ensure accuracy of data and help prepare reports on the performance and health of phone and nurse call systems, including usage metrics, system uptime, and incident resolution.
• Documentation Maintenance:
  Maintain and update documentation for phone and nurse call systems, including system configurations, troubleshooting guides, and user manuals.
• Vendor Management and External Partnerships:
  Work with technical resources daily to resolve incidents. Prioritize work based on severity, ensure that resolution notes are accurate and documented. Coordinate and schedule upgrades as set out by the business.
• Training and Education:
  Assist in training front-line staff on the use of phone and nurse call systems. Provide ongoing support to ensure staff is using the systems effectively and efficiently.
• Other Duties as assigned

Education & Experience Required:

• Experience: 2-4 years in IT with 1-2 years experience with phone and call Bell systems.
• Experience in Healthcare Settings: Prior experience working in a healthcare environment is highly desirable, particularly in roles that involve communication systems.
• Systems: Experience working with Avaya, Panasonic, NEC, Mitel phone systems. SARA, Quantum Call Bell systems
• Certifications: Relevant certifications in telecom, IT, or healthcare technology (e.g., CompTIA, ITIL, CCNA or similar) are a plus.

Education:

• Bachelor's Degree in information technology, Telecommunications, Healthcare Administration, or a related field, or equivalent work experience.

Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.