Telephone Operator Emergency Dispatcher Lead

Dartmouth-Hitchcock Health • Keene, NH

124d

About The Position

This position is onsite at Cheshire Medical Center in Keene, NH. This is not a remote position. The working hours are Monday-Friday from 10:30am to 7:00pm. The DH benefit's package starts the first day of employment. The role involves performing duties of Operator Services Telephone Operator at all levels, providing leadership and training to new staff, managing the performance of communications equipment, computers, and databases, and providing operational support to the Operator Services team while giving input to leadership regarding individuals’ performance.

Requirements

• High School Diploma or Equivalent.
• Three (3) years working in a telephone-based customer service role utilizing a switchboard/multiline phone, with a minimum of two (2) years in a hospital or medical facility, preferably a Dartmouth Health Member site.
• Intermediate Computer Skills.
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
• Demonstrated outstanding communication and interpersonal service skills and ability to work both independently and as part of a team.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Demonstrated expertise in all Center operations, systems, and equipment.
• Excellent organization, initiative, problem-solving skills, and attention to detail.
• Complying with D-H policies and standards for all actions related to their role.

Responsibilities

• Provides training and guidance for employees.
• Assists in system training.
• Investigates problems and concerns from other Medical Center personnel, patients, and outside resources concerning Communications Center services and operations.
• Ensures all emergency situations are handled according to policy and follows up on any problems or concerns related to emergency situations.
• Maintains and updates Communications Center databases to ensure the accuracy of information for Center operations.
• Handles operational issues, questions, and troubleshoots problems/difficulties.
• Records and directs complaints and problems among co-workers to the Communication leadership.
• Oversees and ensures the smooth functioning of the communications system, including PBX system, audio and radio paging, census system, fire board, and HEAR radio.
• Locates and defines system problems, and notifies appropriate people to repair the system.
• Provides system problem diagnosis and completes troubleshooting procedures for radio paging, telephone, and computer systems.
• Performs computer system maintenance and/or backup for the paging system and the voice mail systems.
• Maintains and issues spare radio pagers as required and per procedure.
• Assists supervisor in performance assessments of the technician staff.
• Participates in a rotation of weekend on call.
• Performs other duties as required or assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees