Emergency Dispatcher

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

4d•Onsite

About The Position

As a part of the Security Services team, Emergency Dispatchers are tasked with monitoring various emergency alarm systems, triaging emergent and non-emergent requests, and coordinating the response of the appropriate resource utilizing phone and radio systems. Emergency Dispatchers are also tasked with maintaining detailed records of calls for service and security actions in our CAD (computer aided dispatch) system. While fulfilling these responsibilities, Emergency Dispatchers are required to respond with the compassion and exceptional customer service mindset that is essential in the healthcare environment.

Requirements

High school diploma or GED
Two years of emergency response or customer service experience (Health Care industry preferred)
Ability to function independently and within a routine schedule.
Competent with computers and with Microsoft Office Suite software ( i.e. Outlook, Word, Excel, Access, etc.)
Must have problem resolution skills
Must have ability to manage multiple priorities
Ability to report to work in inclement weather (hot, cold, rain, snow, etc.) for an entire shift.
Ability to speak, read and write standard English language; to read and comprehend simple instructions and memos; to write simple correspondence

Nice To Haves

Previous experience as Security /Emergency Dispatcher within a hospital environment.
Experience working with multi -line telephone system.
Ability to use and understand 24 hour and military time systems

Responsibilities

Delivers exceptional customer service by phone or in person to all patients, staff, and visitors.
Monitors and conducts mild troubleshooting of access control systems, camera systems, and fire systems.
Responds quickly and accurately to emergency alarms including fires, medical emergencies, or natural disasters, receives initial reports, alerts outside agencies for their response, pages instructions to all hospital staff, and stands-by to provide further communications so that appropriate emergency responses may begin.
Maintains detailed notes in our computer system and supports the security team with required incident reporting.
Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information.
Relays incoming, outgoing, and inter-departmental calls, takes and relays messages, and responds to telephone queries (emergent and non-emergent) with a warm and professional demeanor.
Protects all hospital guest and staff’s confidentiality according to HIPPA requirements.
Maintains a clean, neat work environment.
Maintains positive appearance and professional image.
Adheres to hospital policies.
Speaks clearly and effectively on the phone, radio, and overhead paging systems to deliver emergency instructions.
May monitor and control as necessary the flow of visitors to patients so that patients do not receive inappropriate visitors.
Assists with various customer services such as lost/found property, parking enforcement, phone operator, or other duties as assigned.
This is an “On Stage” highly visible position; and must provide an exceptional guest experience by delivering a high level of service to every guest, every time in order to create a favorable first and last impression.
Anticipates the needs of our guests then responds in an accurate and timely manner to achieve exceptional customer satisfaction.
Handles all interactions with the highest level of professionalism; accommodating special requests whenever possible and resolves guest concerns.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.