Dispatcher - General Services

Mayo Clinic•Jacksonville, FL

2d•Onsite

About The Position

The General Services Dispatcher is responsible for the timely processing of all incoming requests to the Dispatch Command Center. Dispatchers efficiently monitor departmental workflow and direct all requests involving the transport/transfer of patients, specimens, and intra-clinic mail items. Dispatchers act as a resource for Transporters, Escorts, Door Attendants, Information Desk Attendants, Shuttle Drivers, and on site/off site Lab Couriers. Advanced Care at Home, Cancer Care Beyond Walls (CCBW), and care hotel transports must also be coordinated by dispatchers. Dispatchers are responsible to maintain and update Epic Transport Command Center as needed. Use of effective radio communication by using 10 codes correctly while exhibiting proper radio etiquette as necessary. Must follow HIPAA Guidelines to ensure patient confidentiality regarding personal health information. Dispatcher is responsible for reviewing and communicating to the Fleet Transportation Coordinator any vehicle service or work order requests. Responsibilities and tasks can be repetitive and persistent; but must be supportive in a courteous manner throughout duration of full shift. Assist in the orientation and training of new employees. Dispatchers will be technically minded assisting in setting up employee phones/rovers and offering other technical knowledge. Must display sound judgment when given conflicting information. Must be proactive and adaptable to work well in an ever-changing environment. Expectations of completion of stretch assignments assigned by leadership. Dispatchers will work closely with other departments and/or stakeholders to provide support for all incoming dispatch/courier requests. Work varied hours, which may include days, evenings, holidays, and weekends (with rotating days off).

Requirements

High school Diploma required.
Driver’s license required along with a clean driving record.
Some pushing, pulling, and heavy lifting required (up to 50 pounds).
Ability to work independently, display exceptional initiative, and demonstrate effective problem-solving skills.
Excellent knowledge of computers, including word processing, spreadsheet, and database management programs.
Proven ability to quickly and accurately process and route incoming transport requests.
Excellent command of English language.
Ability to communicate quickly and effectively with others.
Previous customer service experience.
Outstanding telephone and human relations skills.
Ability to adapt to unpredictable and stressful situations while maintaining a calm and pleasant demeanor.
Ability to quickly develop plans to accomplish unexpected and time sensitive requirements.

Nice To Haves

Experience with Microsoft Office Suite is preferred.
BLS certification preferred (training will also be provided).
Prior General Service experience is preferred.

Responsibilities

Process all incoming requests to the Dispatch Command Center in a timely manner.
Monitor departmental workflow and direct requests for transport/transfer of patients, specimens, and intra-clinic mail items.
Act as a resource for Transporters, Escorts, Door Attendants, Information Desk Attendants, Shuttle Drivers, and on site/off site Lab Couriers.
Coordinate Advanced Care at Home, Cancer Care Beyond Walls (CCBW), and care hotel transports.
Maintain and update Epic Transport Command Center as needed.
Utilize effective radio communication with proper etiquette and 10 codes.
Ensure patient confidentiality by following HIPAA Guidelines.
Review and communicate vehicle service or work order requests to the Fleet Transportation Coordinator.
Be supportive and courteous throughout the full shift, even with repetitive and persistent tasks.
Assist in the orientation and training of new employees.
Provide technical assistance, such as setting up employee phones/rovers.
Display sound judgment when given conflicting information.
Be proactive and adaptable to work in an ever-changing environment.
Complete stretch assignments assigned by leadership.
Work closely with other departments and/or stakeholders to provide support for all incoming dispatch/courier requests.
Work varied hours, including days, evenings, holidays, and weekends (with rotating days off).