Patient Transport Dispatcher

Texas Children's Medical Center•Houston, TX

About The Position

The Patient Transport Dispatcher coordinates dispatching services for Patient Escort Services and Bed Transport Services to support timely, efficient transportation. The role prioritizes requests, monitors assignments, and communicates with staff and customers to support patient transportation and room management needs. The dispatcher uses Epic Grand Central to assign and monitor transportation and room-management work, maintains logs and reports, and responds to communications through pagers, phones, and radios. When needed, the dispatcher also fills in as a Patient Transport Technician and handles dispatch and transportation duties simultaneously. The position also supports departmental service improvements, monitors staff activities when a formal leader is absent, and helps maintain assigned work areas, equipment, and supplies. The employee must follow hospital and departmental procedures, communication and documentation requirements, dress standards, and applicable laws. Successful candidates must undergo respiratory fit testing in compliance with occupational health and safety standards.

Requirements

High school diploma or GED.
At least 1 year of customer service experience in hospitality, retail, restaurants, or another front-line customer service position.

Nice To Haves

Previous hospital experience.

Responsibilities

Use Epic Grand Central to dispatch patient transportation and room-management assignments and monitor work assigned to Patient Transport and bed transport personnel.
Apply policies and procedures for patient transportation, patient-related equipment delivery, prescription transport, and specimen delivery.
Prioritize patient, specimen, and equipment transport requests based on urgency and distribute assignments efficiently, effectively, and equitably among staff.
Follow up with Patient Transport Technicians when transport times exceed expectations to help ensure assignments are completed promptly.
Record assignments in the dispatch log during system failures or downtime, noting delays or unusual circumstances.
Generate and post daily, weekly, and monthly performance reports as requested by management.
Maintain professional relationships with guests, departmental staff, physicians, and other hospital personnel.
Respond promptly and appropriately to communications about transportation and room-management assignments, including pagers, phones, and radios.
Operate multi-line phone systems, use proper phone etiquette, and maintain average hold times of no more than three minutes.
Check voicemail throughout the shift and respond to recorded requests as needed.
Fill in as a Patient Transport Technician when needed, forwarding the dispatch phone to a mobile phone when necessary to handle dispatch and transportation duties simultaneously.
Complete departmental dispatch projects on time, recommend service improvements, and participate in pilot programs.
Maintain dispatch, radio, and lunch and break logs and report data to management as requested.
Review email and written communications from leadership and share accurate information with customers and staff.
Suggest improvement projects to leadership and take responsibility for completing them.
In the absence of a formal leader, monitor staff activities, relay management information, and handle routine administrative duties.
Immediately notify management of issues or incidents that arise during the shift.
Identify and appropriately resolve maintenance or equipment deficiencies in assigned areas and report space-quality deficiencies throughout hospital properties according to departmental procedures.
Maintain tools and equipment daily according to departmental standards and manufacturers’ recommendations.
Maintain adequate supply inventories, use supplies cost-effectively, and store supplies, tools, and equipment in designated areas.
Keep the assigned area clean and orderly at the end of each shift.
Communicate effectively and maintain cooperative working relationships with internal and external customers while completing tasks efficiently and minimizing disruption.
Follow the departmental communication plan and provide documentation required by management and authorities having jurisdiction.
Follow the departmental dress code, maintain a professional appearance, and participate in required hospital and departmental training.
Comply with city, state, and federal laws and hospital and departmental policies, including requirements for using chemicals and equipment.
Perform other hospital duties within expectations established by management.
Undergo respiratory fit testing as a condition of successful candidacy.