Emergency Dispatch Operator

Dartmouth-Hitchcock Health; Lebanon (NH); Sur place; USD 25 000 - 30 000; Plein temps

Résumé du poste

Dartmouth-Hitchcock Health is seeking a frontline telephone-based customer service representative to serve as the first contact for callers, patients, and staff in a fast-paced 24x7 environment. You will collect essential information, triage inquiries, and refer or respond as appropriate.

Responsibilities include handling calls with courtesy, listening carefully, and maintaining professionalism while supporting emergency communications and general information delivery.

Qualifications

• High School Diploma or Equivalent.
• 1 year of telephone-based customer service experience, preferably in healthcare.
• Must be able to use computer/phone for extended periods.
• Strong communication and interpersonal service skills.
• Ability to work independently and as part of a team.

Responsabilités

• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
• Exhibits listening skills, reasoning, problem solving, and quick responding.
• Answers questions from external users and provides general information.
• Interacts professionally to foster exceptional customer service.
• Operates computer and telephone/paging systems proficiently.
• Responds to emergency codes following designated procedures when applicable.
• Performs additional duties as assigned.

Connaissances

Telephone etiquette

Customer service

Communication

Time management

Formation

High School Diploma or Equivalent

Description du poste

Overview

Schedule is a 6 week rotation:

Week 1Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 2Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 3Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm

Week 4Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 5Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF

Week 6Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm

OR

Week 1Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: OFF, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 2Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 3Sunday: OFF, Monday: 9am-5:30, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm

Week 4Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 5 Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF

Week 6Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm

Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately.

Responsibilities

• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
• Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
• Promptly and courteously answers questions from external users and provides general information.
• Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Demonstrates proficient computer and telephone/paging skills.
• Demonstrates exceptional customer service skills.
• Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.
• Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.
• Proficient in multiple mass communication notification tools.
• Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Performs other duties as required or assigned

Qualifications

• High School Diploma or Equivalent
• One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
• Must be able to use 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 required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Complying with D-H policies and standards for all actions related to their role

Required Licensure/Certifications

• None