Dispatcher/Operator

SUMMARY:
Coordinates service needs and resource availability to ensure timely delivery of equipment, supplies or services to guests with non-medical food service, maintenance, environment or other hospitality needs.  Responds to telephone calls and requests from hospital guests. Communicates via automation and/or phone with staff in respective service area to assign calls. Maintains dispatch log.

ESSENTIAL FUNCTIONS:

Exhibits excellence in customer service through appropriate attitude and interaction with visitors and staff.

Answers telephones, routes callers, takes messages and provides routine information to callers.

Confers with caller to gather information needed to expedite prompt resolution of requested service; exercises judgment as to the urgency/nature of calls and directs them to appropriate personnel.

Maintains current knowledge of hospital department functions and direct call response to appropriate source for resolution.

Inputs call data into automated system to communicate work order with responsible department for call resolution.

Creates and communicates status reports in accordance with department standards.

Answers and transfers all incoming and in-house calls placed through assigned position.

Pages staff and resident physicians, hospital personnel, general public, and all emergency codes.

Monitors and silences speaker scanner; monitors and responds to priority telephone calls; monitors and resets fire alarm; monitors tube system and responds.

Operates multiple computer systems.

Monitors response notifications to initiate higher-level intervention when turnaround time expectations have not been met.

Notifies nursing staff of guests’ medically related requests.

Creates and maintains necessary call records.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION:  High school diploma or general education degree (GED), or an equivalent combination of relevant education and experience.

EXPERIENCE:  Six (6) months of receptionist type of experience.

LICENSURE OR CERTIFICATION: Valid AZ Driver’s License.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Knowledge of customer service and receptionist best practices.

• Skill in answering the telephone and directing customers as required.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals;

• Ability to complete routine reports and correspondence.

• Ability to listen and accurately interpret others’ communication or instructions to take appropriate action.

• Ability to speak effectively before groups of customers or employees of organization.

• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with problems involving several concrete variables in standardized situations.