Lead Communication Center Dispatcher

Job Profile Summary
This position serves in a lead role and monitors and operates security infrastructure to include, closed circuit camera systems, alarm panels, radios, and mass communication. Responsible for the creation and maintenance of computer-aided dispatch records for assigned areas(s). Supports the organization in fulfilling the mission, vision, and values of Logan Health.

Our Mission: Quality, compassionate care for all.

Our Vision: Reimagine health care through connection, service and innovation.

Our Core Values: Be Kind | Trust and Be Trusted | Work Together | Strive for Excellence.

Qualifications:

• Minimum of two (2) years’ experience in healthcare, fire, EMS or law enforcement dispatching required.

• Computer proficiency as evidenced by pre-employment CritiCall Public-Safety Dispatcher Pre-Employment Testing required. Testing includes typing, general medical terminology, ten-key data entry and proof reading.

• Previous customer service experience required. 

• Possess ability to manage a fast paced and stressful work environment to include managing hospital responses to critical code calls required. 

• Ability to multi-task and manage multiple inputs on critical calls required.

• Possess an understanding of the confidentiality laws that govern the provider-patient relationship, including but not limited to HIPAA guidelines required.

• Previous experience in healthcare, fire, EMS, or law enforcement dispatching preferred.

• Experience working with multifaceted technologies, i.e. telephones, computers, and sophisticated computer programs preferred. 

• Promotes excellence through setting high standards and providing high quality outcomes.

• Ability to act with integrity, kindness, and exhibit empathy.

• Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.

• Commitment to working in a team environment and maintaining confidentiality as needed.

• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences.

• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

• Possess and maintain computer skills to include working knowledge of Microsoft Office Suite and ability to learn other software as needed.

Job Specific Duties:

• Answers priority line calls and initiates response for all incoming Code Events, Alarm Activations and other requests.

• Obtains complete information necessary to determine urgency and need for dispatching security, maintenance and/or medical response.

• Ensures emergency procedures are followed with the appropriate notifications per department procedures.

• Continuously monitors the Security and Maintenance radio channels, alarm panels, surveillance cameras, and electronic security systems.

• Answers, evaluates and prioritizes incoming calls on administrative lines seeking assistance per department procedures. 

• Utilizes a computer-aided system, telephones, computer databases, and maps to communicate effectively. 

• Communicates professionally with appropriate stakeholders to obtain and disseminate information.

• Identifies areas of concern and makes strategic recommendations for improvements to assigned leadership.

• Ensures compliance with entry and modification of On Call schedules for associated departments and clinics.  Assures schedules are entered in the designated system accurately and timely.

• Coordinates available resources to improve response to routine and emergency calls.

• Lead may be expected to perform one (1) or more of the following tasks regularly:

• Creates work schedule and assigns employees to specific work tasks.

• Trains or coordinates the training of assigned staff.

• Oversees and coordinates successful completion of employees’ competency assessments and required training.

• Acts as point-of-contact/subject matter expert for employee questions about expectations and processes.

• Assists in interviewing job candidates.

• Leads or coordinates compliance and quality efforts.

• Other duties as assigned at the discretion of management, excluding issuing corrective actions or administering performance evaluations.

The above essential functions are representative of major d