Emergency Dispatch Operator - Evenings

Schedule

Two schedule options are available on a 6-week rotation:

• Option 1:
  • Week 1: Sunday 3pm-11:30pm, Monday 2:30pm-11pm, Tuesday OFF, Wednesday 3pm-11:30pm, Thursday 12:30pm-9pm, Friday 12:30pm-9pm, Saturday OFF
  • Week 2: Sunday OFF, Monday 12:30pm-9pm, Tuesday 3pm-11:30pm, Wednesday OFF, Thursday 12:30pm-9pm, Friday 2:30pm-11pm, Saturday 3pm-11:30pm
  • Week 3: Sunday 3pm-11:30pm, Monday 2:30pm-11pm, Tuesday OFF, Wednesday 3pm-11:30pm, Thursday 12:30pm-9pm, Friday OFF, Saturday 3pm-11:30pm
  • Week 4: Sunday 3pm-11:30pm, Monday 12:30pm-9pm, Tuesday 3pm-11:30pm, Wednesday OFF, Thursday 12:30pm-9pm, Friday 2:30pm-11pm, Saturday OFF
  • Week 5: Sunday OFF, Monday 2:30pm-11pm, Tuesday 12:30pm-9pm, Wednesday 12:30pm-9pm, Thursday OFF, Friday 12:30pm-9pm, Saturday 3pm-11:30pm
  • Week 6: Sunday 3pm-11:30pm, Monday 12:30pm-9pm, Tuesday OFF, Wednesday 12:30pm-9pm, Thursday 12:30pm-9pm, Friday 2:30pm-11pm, Saturday OFF
• Option 2:
  • Week 1: Sunday OFF, Monday 3pm-11:30pm, Tuesday 3pm-11:30pm, Wednesday OFF, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday 3pm-11:30pm
  • Week 2: Sunday 3pm-11:30pm, Monday 3pm-11:30pm, Tuesday OFF, Wednesday 3pm-11:30pm, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday OFF
  • Week 3: Sunday OFF, Monday 3pm-11:30pm, Tuesday 3pm-11:30pm, Wednesday OFF, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday 3pm-11:30pm
  • Week 4: Sunday 3pm-11:30pm, Monday 3pm-11:30pm, Tuesday OFF, Wednesday 3pm-11:30pm, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday OFF
  • Week 5: Sunday OFF, Monday 3pm-11:30pm, Tuesday 3pm-11:30pm, Wednesday 3pm-11:30pm, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday OFF
  • Week 6: Sunday OFF, Monday 3pm-11:30pm, Tuesday 3pm-11:30pm, Wednesday 3pm-11:30pm, Thursday 3pm-11:30pm, Friday 3pm-11:30pm, Saturday OFF

Responsibilities

• Act as the first contact in assisting callers, patients, and staff in a 24/7 environment.
• Solicit sufficient information from each caller to determine the nature and urgency of the call in order to refer and/or respond appropriately.
• Receive, transfer, and place calls using appropriate telephone etiquette and a standardized greeting.
• Exhibit superior listening skills utilizing reasoning, problem-solving, quick responding, and comprehension/understanding skills.
• Promptly and courteously answer questions from external users and provide general information.
• Interact with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Demonstrate proficient computer and telephone/paging skills.
• Maintain a pleasant and helpful demeanor, consistently demonstrating a professional attitude toward all internal users and external customers.
• Demonstrate an ability to perform with precision and accuracy for all switchboard processes related to emergency alarms, codes, or disaster incidents.
• Proficient in multiple mass communication notification tools.
• Respond efficiently and accurately to emergency codes following designated procedures, including Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Perform other duties as required or assigned.

Requirements

• High School Diploma or equivalent.
• One (1) year working in a telephone-based customer service role, preferably in a healthcare environment, and/or one (1) year telecommunications experience.
• Must be able to use a computer/phone for extended periods of time.
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
• Demonstrated 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.
• Compliance with all D-H policies and standards for all actions related to the role.