Job Description

At Steward Health Care System, we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.

We dedicate ourselves in the communities we serve to delivering affordable health care to all and being responsible partners. No matter what your role, as a member of the Steward family, you are a specialist in the making every patient and family feel right at home, every co-worker a key to our success, and every referring practice, a team of prized colleagues.

In support of this, we commit ourselves to the following values:

Compassion

Accountability

Respect

Excellence

Stewardship

If you are seeking a fast-paced, challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do, our organization may be a good fit for you.

POSITION SUMMARY:

(Briefly describe the overall purpose of this position - Why does it exist and how does it contribute to the overall organization?)

Dispatcher is responsible for the efficient processing of all service calls and related duties of the Maintenance, Security and Environmental Services Departments of the Hospital.
Calls are dispatched via radio/beeper or phone depending on the type and urgency of request.
Enters Work Orders into the GrandPM System and closes out completed tasks.
Provides relief coverage for Transport Dispatcher when on Break/Vacation as needed.
When not handling service calls, the Dispatcher will function as an additional Switchboard Operator.
Under the direction of the Director of Telecommunications, performs telephone answering, paging and other telecommunication services utilizing the Meridian and Xtend systems.
Performs telecommunications functions without requiring constant supervision.

KEY RESPONSIBILITIES:

(Use bullets for specific responsibilities)

Provides superior customer service to internal and external clients, customers,
and patients as referenced in the Service Excellence Standards.
Skilled utilization of the computerized telephone/paging system (Xtend) (includes data input).
Answer, assist and direct a high volume of calls efficiently while communicating clearly, politely and professionally.
Perform paging/answering services for hospital staff and execute related functions, record coverage status, take messages, update pertinent information, make system changes, maintain telephone logs on telephone/technical/pager and television problems.
Record and report telephone related problems to the Lead Technician.
Ability to perform simultaneous tasks and execute appropriate judgment under sometimes hectic and stressful circumstances.
Capable completion of and utilization of numerous on-call schedules.
Process calls regarding "Interpreter Services" following established procedures.
Respond to and process TDD calls.
Recognize system problems, failures and be familiar with "back-up system and the procedural follow-up.
Work without direct supervision, exert excellent judgment based on sound logic and adhere to hospital and departmental policies and procedures.
Maintain a professional, pleasant and helpful manner. Communicate in a warm and courteous manner.
Anticipate customer needs and be flexible in responding to them.
Monitor all alarms and respond/report according to Hospital procedures.
Performs related duties as needed and assists occasionally in special projects as requested.
Reports immediately to the Director, any deviation of normal operation.
Reports immediately to the Director of any unusual occurrences related to patients, staff, general public or self.
Reports all incidents and/or breaches of procedures to the Director.
Is accountable for maintaining the confidentiality and security of all Hospital related, staff related and patient related data and information.
Is accountable for abiding by all relevant Hospital policies and procedures.
Is accountable for accurately recording/reporting all technical information relative to codes, etc.
Is accountable for observing all policies and procedures of the department and the Hospital.

Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.

1. Commits to recognize and respect cultural diversity for all customers (internal and external).

2. Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

Performs other duties as assigned

REQUIRED KNOWLEDGE & SKILLS:

(Examples: Ability to work independently and take initiative; Good judgment and problem solving skills; Communication skills; Interpersonal and organizational skills; Level of confidentiality)

Is accountable for maintaining the confidentiality and security of all Hospital related, staff related and patient related data and information.
Excellent interpersonal and communications skills.
Ability to speak clearly and precisely.
Excellent grammar.
Flexibility in a fast paced hectic environment.
Patience under pressure.
Kindness and sensitivity to all the people we serve.

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

Education: High School Diploma or equivalent
Experience: One year experience in a business or medical related field with heavy telephone usage. Ideally will have performed telephone operator or call center duties. Customer service experience a must.
Certification/Licensure: None
Software/Hardware: None
Other: None