Telecommunications Dispatch Specialist

Job Summary: A Telecommunications & Dispatch Specialist employed by Erlanger Health System is responsible for answering all in-bound calls to the main system phone numbers as well as calls for emergency, security and maintenance. The TDS acts as the telephone Operator and Dispatcher for the Health System. In addition to telephone and radio communication, the Communication Specialist also monitors alarms, supports pagers and handles patient valuables. The TDS must appropriately route callers, communicate emergencies and dispatch the needed staff as well as keep a detailed record of the event. Responsibilities also include retrieval of patient/caller information from various transmittal modes and entering pertinent data into a computerized system as well as forwarding information to appropriate professionals via multiple communication routes. May perform clerical support to include mail, copying and other clerical duties as assigned. Education: Required: High school diploma or its equivalent in educational achievement Preferred: Some college Experience: Required: Computer competency including data entry, ability to type and familiarity with other electronic office equipment. Experience answering multiple lines/switch board experience and phone customer service. Preferred: Security/maintenance dispatch, operator or call center experience. One year experience in medical field using medical terminology. Experience with Hospital code systems and radio communications. Position Requirement(s): License/Certification/Registration Required: Preferred: Department Position Summary: Operates a Computer Telephone Integrated Switchboard and other communication equipment in order to provide various types of communications throughout the Health System. Switchboard operations include but are not limited to answering, disseminating, transferring and/or conferencing the following types of general calls: employee, physician, department and patient. Performs data entry and completes various forms and logs as needed. Provide training to new hires as needed. Performs a broad range of duties including, but not limited to dispatching and other communication support for Security, Engineering, Guest Services, Administrative Representatives and all other users of the EHS two-way radio system. Provides support for EHS paging system. Monitors various security and environment management alarm systems. Performs data entry and completes various forms and logs as needed. Provides assistance for securing patient valuables. Must be able to work and communicate with the public and various coworkers and other hospital staff. Always poised, courteous, professional and maintains good telephone presence. Must possess the ability to learn proper switchboard & 2 way radio communication techniques. Must possess good customer service skills and ability to make logical decisions in timely manner under stressful circumstances. Ability to work in high volume, fast-paced environment under time and material sensitive conditions. Must be able to sit in a confined position for long periods of time. Must be flexible to work varied shifts and days, including weekends and holidays as needed to provide 24 hour/7 day service. Other duties as assigned. The employee must be able to enter patient/caller data into the computerized system. Demonstrates the ability to organize and complete high volume work load accurately with minimal supervision. Requires high levels of concentration for extended periods of time. Ability to demonstrate customer oriented priorities with poise, pleasing personality, excellent phone etiquette, and courtesy. Ability to determine emergency conditions and respond quickly and calmly according to proper procedures. Normal hearing and vision required. Ability to operate office copier, facsimile, printer, computer, pagers, and telephone. Ability to recognize emergent calls and handle appropriately. Ability to relate and communicate well with people on broad socioeconomic and professional continuums. Ability to perform duties while ensuring confidentiality and privacy for the caller and patient. Work with Nurses and department leads/managers and call center staff for continuous quality improvement. Accesses reports and collects data as required. Competency is evaluated periodically by direct observation and auditing of call recordings. Competency can also be evaluated by assessment based on objective criteria that is reviewed and validated using daily reports generated by CMS Supervisor and Avaya Contact Recorder.