Public Safety Dispatch & Communication Center Lead - 3rd shift, full-time

Children's Hospital and Health System•Milwaukee, WI

About The Position

At Children’s Wisconsin, we believe kids deserve the best. Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country. We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today. Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/ Job Summary Responsible for serving in a leadership role overseeing the work of Public Safety Dispatch & hospital operator staff as needed in a 24/7 call center. Provides lead support including training, coaching, and ensuring that department and organizational policies and procedures are followed. Acts as a resource to the dispatchers & hospital operators and assists with oversight of daily operations such as scheduling, staffing, department problem solving, etc. Handles calls as staffing and activity requires. Essential Functions - Leads, coordinates, provides oversight, and reviews the work of dispatchers & hospital operator personnel in absence of the Supervisor. - Provides support with scheduling, billing and other duties assigned by the Supervisor to ensure department’s needs are met. - Takes an active role in day to day operations of the communication center. Operates the organization’s telecommunication system and routes calls to their intended destination. - Assists with call center activity and call handling as needed. - Serves as a member of the department leadership team. Interfaces with the Director, Manager(s) and Supervisor(s), and other leaders in the Security Department. Also collaborates with Supervisor to interface with organizational leaders regarding service delivery and service recovery. - Orients, trains, provides performance feedback and when necessary, escalates performance issues to the Supervisor who will determine if further action is required. Engages with Supervisor in the performance review process. - Assists in the mediation of conflicts involving operator staff in the absence of the Supervisor. - Assists the Supervisor in being a liaison to the Physician Answering Service community pediatric clinics

Requirements

High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required
1+ years call center experience required
Experience with including but not limited to: telecommunication systems, phone, pagers, mass notification systems etc. required
Ability to navigate existing and learn new telecommunications technologies to complete patient, family, staff, and provider requests.
Ability to prioritize and direct the work of the hospital operator staff in response to emergencies or other unique situations.
Strong interpersonal, verbal, and written communication skills in order to interact effectively with patients, families, and staff, including during stressful situations.
Critical thinking skills and judgment to make decisions in the best interest of patient safety in a complex, fast-paced environment.
Intermediate computer skills in order to utilize equipment and systems (PC software applications, Microsoft Word, Excel, Access etc.)
Strong Organizational skills are required.
Ability to successfully complete all required introductory and annual competency training processes.

Nice To Haves

1+ years of call center Experience in a hospital setting and/or leadership preferred

Responsibilities

Leads, coordinates, provides oversight, and reviews the work of dispatchers & hospital operator personnel in absence of the Supervisor.
Provides support with scheduling, billing and other duties assigned by the Supervisor to ensure department’s needs are met.
Takes an active role in day to day operations of the communication center.
Operates the organization’s telecommunication system and routes calls to their intended destination.
Assists with call center activity and call handling as needed.
Serves as a member of the department leadership team.
Interfaces with the Director, Manager(s) and Supervisor(s), and other leaders in the Security Department.
Collaborates with Supervisor to interface with organizational leaders regarding service delivery and service recovery.
Orients, trains, provides performance feedback and when necessary, escalates performance issues to the Supervisor who will determine if further action is required.
Engages with Supervisor in the performance review process.
Assists in the mediation of conflicts involving operator staff in the absence of the Supervisor.
Assists the Supervisor in being a liaison to the Physician Answering Service community pediatric clinics