Emergency Dispatch Operator

Dartmouth Health; Lebanon (NH); On-site; USD 23,000 - 36,000; Full time

Job summary

Dartmouth Health in Lebanon, NH is seeking an experienced patient communication specialist to act as the first contact for callers, patients, and staff in a 24x7 environment. You will manage calls with etiquette, gather information, and route urgent needs to the appropriate teams.

Responsibilities include answering queries, delivering general information, and maintaining professional, courteous interactions while using multiple software systems.

Qualifications

• 1 year in a telephone-based customer service role, preferably healthcare.
• 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

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

Skills

Telephone-based customer service

Communication skills

Interpersonal service

Time management

Team collaboration

Independent work

Education

High School Diploma or Equivalent

Job description

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 5Sunday: 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

• Area of Interest:Secretarial/Clerical/Administrative

• Pay Range:$17.00/Hr. - $26.35/Hr.

• FTE/Hours per pay period:1.00 - 1.00 - 40 hrs/week

• Shift:Day

• Job ID:39040

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans. Click here for information on these benefits and more:Benefits | DHMC and Clinics Careers

Dartmouth Health is an Equal Opportunity and Affiffirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.

Dartmouth Health provides reasonable accommodations to qualified individuals with disabilities and to applicants and employees with sincerely held religious beliefs in accordance with applicable law. Applicants who require an accommodation during the application or interview process may [e-mail] assistance.

Dartmouth Hitchcock Medical Center and Dartmouth Hitchcock Clinics comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex. We do not exclude or treat people differently because of race, color, national origin, age, disability, or sex.