Environmental Svcs Dispatcher-Contingent-Trinity Health Ann Arbor

Trinity Health•Ann Arbor, MI

4d•Onsite

About The Position

Under the direction of the Environmental Services (EVS) Manager, the EVS Dispatcher performs dispatch and related clerical/ data entry duties. Utilizing the appropriate software programs, the Dispatcher monitors, manages, and maintains the efficient work flow of the Patient Bed Board and the coordination of Environmental Specialists, Aides, and Waste Handlers to clean patient rooms and respond to related service requests. Acts as the direct liaison between internal customers and housekeeping staff; is responsible for maintaining open and positive communication that allows for high throughput and excellent patient care.

Requirements

High school diploma or equivalent work experience.
Able to read and write English.
Able to complete basic math skills.
Minimum 6 months experience in dispatching, call center, customer service, environmental services, or other related field.

Nice To Haves

Experience with the following office equipment is highly preferred: personal computer, pagers, radios, telephone, EPIC (or similar electronic health record system), and/or bed tracking systems.
Working knowledge of all aspects of housekeeping services is highly preferred.

Responsibilities

Ensures the smooth operation of the EVS department by responding to requests for cleaning services via telephone, email, and Bed Management Program.
Prioritizes departmental response based on the nature of the request or demand.
Records, delegates, and monitors housekeeping productivity for timely completion.
Ensure proper assigning of keys, pagers, and assignments.
Monitors status of assignments and communicates status to management and/or discharge team.
Maintains positive customer and associate relationships by responding quickly and appropriately to inquiries and concerns.
Handles issues to resolution in effort to improve throughput and patient satisfaction.
Escalate outstanding issues that require additional monitoring or follow-up to management.
Troubleshoots and resolves potential problems before they result in service issues; makes appropriate service recovery recommendations.
Promotes team work and quality service through daily communications and coordination with other departments.
Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Housekeeping Department Operating Procedures, and Standard Operating Procedures. (15% time)
Records cleaning requests and activity on forms and in systems as required by the department.
Performs basic clerical assignments.
As needed, performs discharge room cleaning and discharge room related duties.
Performs duties in compliance with all federal, state and local regulatory requirements.
Maintains good rapport and cooperative relationships.
Approaches conflict in a constructive manner.
Helps to identify problems, offer solutions, and participate in their resolution.
Maintains the confidentiality of information acquired pertaining to patient, physicians, colleagues, and visitors to St. Joseph Mercy Health.
Discusses patient and hospital information only among appropriate personnel in appropriately private places.
Behaves in accordance with the Code of Conduct, Service Excellence Standards, and the Mission, Vision and Values of SJMH.
Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
Performs other duties as assigned.