Emergency Dispatch Operator

Overview

Schedule is a 6 week rotation:

Week 1Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 2Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 3Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm

Week 4Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 5Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 6Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm

OR

Week 1Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: OFF, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 2Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 3Sunday: OFF, Monday: 9am-5:30, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm

Week 4Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 5 Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 6Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm

Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately.

Responsibilities

• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
• Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
• Promptly and courteously answers questions from external users and provides general information.
• Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Demonstrates proficient computer and telephone/paging skills.
• Demonstrates exceptional customer service skills.
• Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.
• Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.
• Proficient in multiple mass communication notification tools.
• Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Performs other duties as required or assigned

Qualifications

• High School Diploma or Equivalent
• One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
• Must be able to use computer/phone for extended periods of time.
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
• Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Complying with D-H policies and standards for all actions related to their role

Required Licensure/Certifications

• None