Communications Dispatch Operator

General Description:

Under general supervision, performs routine tasks in the operation of answering all incoming calls to the hospital and directing calls to the appropriate department. Operates and monitors hospital wide computer monitoring systems, responds and communicates to others as appropriate, and maintains records.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to OU Medical Center.
• Operates a voice and radio pager system to notify hospital personnel of incoming calls and other related information.
• Serves as a key participant in the facilities emergency notification team, during internal or external emergencies or disasters.
• Receives and dispatches trouble calls to appropriate personnel.
• Logs and maintains appropriate forms.
• Monitors and reports fire alarms.
• Monitors computerized Building Automation System (BAS) for possible malfunction of various critical systems.
• Using the BAS, initiates program changes to various HVAC and other critical operating systems and equipment as required.
• Maintains appropriate temperatures and humidity in surgical suites as requested.
• Enters data into computer system regarding work request.
• Responds to emergency situations by notifying appropriate persons.
• Maintains various records and logs including long distant calls, WATTS calls and emergency action information.

General Responsibilities:

• Performs other duties as assigned

Minimum Qualifications:

Education: None

Experience: Two (2) years customer service experience in a call center or other relevant position OR one (1) year of experience in a computer-based hospital communications related position OR one (1) year experience working with a BAS system of similar complexity. OR an equivalent combination of education and experience.

Licensure/Certifications/Registrations Required: N/A

NOTE: This job will require the individual to work various shifts and/or hours.

Knowledge, Skills and Abilities:

• Must be able to communicate effectively in English to include but not limited to, communication via telephone, overhead paging and in person.
• Must be able to demonstrate a working knowledge of computers and standard office equipment.
• Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
• Must be able to solve problems within established policies and procedures. Must demonstrate a positive demeanor.
• Must have good verbal and written communication skills.
• Typing/keyboarding skills sufficient to meet the requirements of the position. Must be able to successfully complete additional job-related training when required.
• Must be able to function in a team environment.
• Able to work effectively in a potentially high-stress situation including emergency situations.