Summary:
The Dispatcher will support security operations by working the Security Control Desk position. This role is a highly visible for our patients, staff, and visitors primarily tasked with greeting and assisting guests at the Grand Rapids Hospital, coordinating, and assisting with emergency communications, and documenting officer actions through security dispatch software.
The Dispatcher will relay all incoming, outgoing, and inter-departmental telephone calls appropriately and as quickly as possible. Receive vendors, guests, and staff, ascertains their needs, and directs them accordingly and handle all emergency situations with confidence and controlled emotions.
Essential Job Responsibilities:
Make eye contact and pleasantly greet each guest (patient, vendors & visitor), and staff member as they arrive; maintains a pleasant, friendly and professional demeanor with all guest, client, staff members and coworkers to create favorable first and last impressions
Protect all hospital guest and staff's confidentiality according to HIPPA requirements
Maintain a clean, neat work environment including desk, wheelchair areas and trash receptacles. Disinfects wheelchairs after each use
Create and maintain an atmosphere of warmth, personal interest, and positive emphasis.
Maintains positive appearance and professional image
Adhere to hospital policies
Maintain a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference rooms and other pertinent information
Relay incoming, outgoing, and inter-departmental calls, takes and relays messages, and responds to telephone queries with a smile and in a warm, efficient way in order to facilitate public and hospital business
Respond quickly and accurately to emergency alarms including fires, codes, and tornados (or other disasters); receives initial reports, alerts outside agencies for their response, pages instructions to all hospital staff, and stands-by to provide further communications so that appropriate emergency responses may begin
Direct all public, patients, and outside visitors and project an informed and caring image at all times in order to effectively serve MFB guests and staff
Make appropriate overhead pages on a timely basis and with clear enunciation to communicate messages to people outside of telephone access
May monitor and control as necessary the flow of visitors to patients so that patients do not receive inappropriate visitors
Essential Job Qualifications (Knowledge, Education, and Training Requirements):
High school diploma or GED
Two years of customer service, alarm monitoring, or emergency dispatch experience
Ability to function independently and within a routine schedule
Competent with computers and with Microsoft Office Suite software (i.e. Outlook, Word, Excel, Access, etc.)
Must have problem resolution skills
Must have ability to manage multiple priorities
Ability to report to work in inclement weather (hot, cold, rain, snow, etc.) for an entire shift Note: Shifts will not be cancelled due to inclement weather and all employees will be required to attend their scheduled shifts and maintain a high quality of work
Ability to speak, read and write standard English language; to read and comprehend simple instructions, short correspondence and memos; to write simple correspondence
Must be able to apply reasoning and understanding to carry out instructions furnished in written, oral, or diagram form
Physical Demands:
Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time)
Able to lift, carry, push, pull, up to 10 pounds occasionally
Ability to sit for long periods of time up to ten hours per day
Able to use keyboard frequently (1/3 to 2/3 of the time)
Specific vision abilities required by the job include 20/20 corrected vision, color vision.
Functional hearing abilities for communications from a two-way handheld or mobile radio, cellular phone or other telephonic devices and PA speakers.
Ability to regularly walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; talk and hear.
Other Preferred Job Qualifications:
Previous experience as a security or emergency dispatcher.
Experience working with multi-line telephone system.
Ability to use and understand 24 hour and military time systems
Customer Service Responsibilities:
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information
Commitment to Diversity, Equity and Inclusion
Embrace Diversity, Equity and Inclusion, by:
Treating everyone with dignity and respect
Opening more doors to opportunities for underrepresented cultures
Growing talent and people
Evaluating and eliminating disparities
Taking action against injustices, bias and racism
Honoring our differences and how to collaborate
Educating staff, patients and the communities we care for
Restoring Hope and Freedom, together
Responsibilities in Quality Improvement:
Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.
Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.