Emergency Dispatcher

Day Shift (United States of America) We have the great privilege of helping patients and families re-build their lives.   It’s   extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and   innovatively serve them . This is true of every employee,   from support staff and leadership,   to clinicians and care providers.     Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care   Mission Statement   Restoring hope and freedom through rehabilitation.   Employment Value Proposition   At Mary Free Bed, we take pride in our values-based culture:   Focus on Patient Care .     A selfless drive to serve and heal connects all MFB employees.   Clinical Variety and Challenge.   An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.   Family Culture .     We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.   Trust in Each Other .     Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.   A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride .     Summary   ​ ​ As a part of the Security Services team, Emergency Dispatchers are tasked with monitoring various emergency alarm systems, triaging emergent and non-emergent requests, and coordinating the response of the   appropriate resource   utilizing   phone and radio systems .    Emergency Dispatchers are also tasked with   maintaining   detailed records of calls for service and security actions in our CAD (computer aided dispatch) system .    While fulfilling these responsibilities, Emergency Dispatchers   are required to   respond with the compassion and exceptional customer service mindset that is essential in the healthcare environment. ​   Essential Job Responsibilities   ​ ​ Delivers exceptional customer service by phone or in person to all patients, staff, and visitors.   ​ Monitors and conducts mild troubleshooting of access control systems, camera systems, and fire systems.   ​ Responds quickly and accurately to emergency alarms including fires, medical emergencies, or natural disasters, receives initial reports, alerts outside agencies for their response, pages instructions to all hospital staff, and stands-by to provide further communications so that appropriate emergency responses may begin.   ​ Maintains detailed notes in our computer system and supports the security team with required incident reporting.   ​ Maintains a detailed knowledge of the facility, including services, departments, clinics, peripheral services, conference   rooms   and other pertinent information     ​ Relays incoming, outgoing, and inter-departmental calls, takes and relays messages, and responds to telephone queries (emergent and non-emergent) with a warm and professional demeanor.   ​ Protects all hospital guest and staff’s confidentiality according to HIPPA requirements   ​ Maintains a clean, neat work environment.   ​ Maintains positive appearance and professional image   ​ Adheres to hospital policies   ​ Speaks clearly and effectively on the phone, radio, and overhead paging systems to deliver emergency instructions.   ​ May   monitor   and control   as necessary the flow of visitors to patients   so that patients do not receive inappropriate visitors.   ​ Assists   with various customer services such as lost/found property, parking enforcement, phone operator, or other   duties as   assigned.   ​ This is an “On Stage” highly visible position; and must provide an exceptional guest experience by delivering   a high level   of service to every guest, every time   in order to   create a favorable first and last impression      ​ Anticipates the needs of our guests then responds in   an accurate   and   timely   manner to achieve exceptional customer satisfaction   ​ Handles all interactions with the highest level of professionalism; accommodating special requests whenever possible and resolves guest concerns   ​ We’ll   embrace all people by:   ​ Treating everyone with dignity and respect.   ​ Opening more doors to opportunity for others to succeed.   ​ Growing talent and people.   ​ Ensuring a welcoming experience for all we serve, regardless of origin, race, religion, disability, sexual   orientation   or socioeconomic status.   ​ Taking action   against discrimination .   ​ Honoring our differences and how we collaborate.   ​ Educating staff,   patients   and the communities we care for.   ​ Restoring hope and   freedom,   together.   ​ ​   Customer Service Responsibilities   Demonstrate excellent customer service and standards of   behaviors   as well as encourages, coaches, and   monitors   the same   in   team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.   Responsibilities in Quality Improvement   Contribute by   identifying   problems and seeking solutions. Promote patient/family satisfaction where possible;   participates   in dep