Telecommunications Dispatch Specialist

About the Role

A Telecommunications Dispatch Specialist at Erlanger Health System serves as the telephone Operator and Dispatcher, handling all in-bound calls to the main system phone numbers, including emergency, security, and maintenance calls. This role involves monitoring alarms, supporting pagers, managing patient valuables, and dispatching necessary staff while maintaining detailed records of events. The specialist retrieves patient and caller information, enters data into computerized systems, and forwards information to appropriate professionals via multiple communication routes. Clerical support duties may also be assigned.

Responsibilities

• Operate a Computer Telephone Integrated Switchboard and other communication equipment to manage calls, including answering, disseminating, transferring, and conferencing calls for employees, physicians, departments, and patients.
• Perform data entry and complete various forms and logs as needed.
• Dispatch and provide communication support for Security, Engineering, Guest Services, Administrative Representatives, and other users of the EHS two-way radio system.
• Support the EHS paging system and monitor security and environmental management alarm systems.
• Assist in securing patient valuables.
• Maintain professionalism, courtesy, and excellent telephone presence while communicating with the public, coworkers, and hospital staff.
• Make logical decisions under stressful circumstances and respond quickly to emergencies according to proper procedures.
• Train new hires as needed.
• Work with nurses, department leads, managers, and call center staff for continuous quality improvement.
• Access reports and collect data as required.
• Perform other duties as assigned, including clerical support such as mail handling and copying.

Requirements

• High school diploma or equivalent (required).
• Some college education (preferred).
• Computer competency, including data entry and familiarity with electronic office equipment (required).
• Experience answering multiple lines, switchboard experience, or phone customer service (required).
• Security/maintenance dispatch, operator, or call center experience (preferred).
• One year of experience in the medical field using medical terminology (preferred).
• Experience with hospital code systems and radio communications (preferred).
• Ability to work in a high-volume, fast-paced environment under time-sensitive conditions.
• Ability to sit for long periods in a confined position.
• Flexibility to work varied shifts, including weekends and holidays, to provide 24/7 service.
• Normal hearing and vision.
• Ability to operate office equipment such as copiers, fax machines, printers, pagers, and telephones.
• Strong customer service skills and the ability to communicate effectively with diverse groups.
• Ability to maintain confidentiality and privacy for callers and patients.
• High levels of concentration for extended periods and the ability to organize and complete a high-volume workload accurately with minimal supervision.

Schedule

This is a 24/7 role requiring flexibility to work varied shifts, including weekends and holidays. The position is considered essential, and employees must report to work regardless of inclement weather or other potential factors.