Displays the technical and professional expertise to operate hospital telecommunication equipment such as multi-line telephone sets (switchboards), computers, 2-way radios, cell phones, pagers, fax machines, and printers. Dispatcher/Operator will answer, respond to
and transfer calls (including demanding emergency related requests from hospital staff only) from any caller in a manner that is accurate, timely and customer focused; displaying sound judgment in processing emergency related calls with a high priority. Accesses
local or nationwide databases, maintain personnel equipment; performs general support activities to include documenting and maintaining various logbooks, call records, associated reference books, computer systems and any additional agency related clerical
documentation. Speaks clearly and professionally, answers general questions about hospital services or hours. Also, works alongside with Campus Support & Safety Control staff, responsible for maintaining area access and security levels. Primary duties are of a sedentary nature answering telephones, radios or watching video monitors, input data into computer terminals and writing data in logs in a controlled indoor environment.
- Operate hospital telecommunication equipment such as multi-line telephone sets (switchboards), computer, 2-way radios, cell phones, pagers, fax machines, printers in a professional and customer focused manner.
- Answer and respond to and transfer calls (including demanding emergency related requests from hospital staff only) from any caller in a manner that is accurate, timely and customer focused; displaying sound judgment in processing emergency related calls with a high priority.
- Collect and enter related data (such as Code Tracking) into spreadsheets and prepare written documentation.
-Answer, respond to, transfer or patch potentially stressful emergency related calls (as requested by hospital staff only) utilizing sound judgment and accuracy in processing of any emergency related call.
- Works in conjunction with Campus Support & Safety Main Control staff responsible for maintaining area access and security levels. Other duties as required.
- Other duties as assigned as related to the position (typically 5% - 10%).
Knowledge of:
-Operating hospital communications equipment
-Answering, responding to, and transferring patient/ resident, public and employee calls
-General hospital services
-Sends pages/messages to notification lists in the event of a hospital related Code or
emergency situation
-Enters data and maintains accurate telecommunications-related 1databases,
records, and logs, including the caller identification (CID) numbers used by
employees or patients for long distance access
-Has working knowledge of Campus Support & Safety Controls equipment and procedures
-Performance Management (PM), and Continuous Quality Improvement (CQI) and
Lean methodologies.
Skill in:
-Operation of telecommunications equipment, including switchboard, cell phones, pagers, and 2-way radios
-Typing and the operation of personal computers and basic office related equipment.
Ability to:
-Evaluate situations and exercise competent judgment under sometimes in stressful
situations, in transferring, patching or placing emergency, and routine phone calls
-Speak in a clear and understandable voice and remain calm in receiving and dispatching
calls
-Communicate accurately, concisely and timely both verbally and in writing
-Provide outstanding customer service by responding to patient/resident, public and
staff concerns/requests in a courteous and respectful manner
-Set up conference calls
-Dispatch staff via 2-way radios as/if necessary
-Maintain complete and accurate records and logs
-Perform basic arithmetic calculations
-Operate a variety of standard office equipment and telecommunications
equipment requiring continuous or repetitive arm-hand movements
-Enter data or information into a terminal, PC or other keyboard device
-Collect and enter related data (such as Code Tracking) into spreadsheets and
prepare written documents
-Understand and follow simple oral and written instructions in the English language
-Comprehend and make inferences from written material in the English language
-Work cooperatively with co-workers, staff and the public to provide information or to
respond to emergency calls
-Deal calmly with difficult emergency situations or with upset customers
-Maintain regular and reliable attendance -Support a diverse multi-cultural workforce
that reflects the community, promotes equal opportunity at all levels of public
employment, and creates an inclusive work environment that enables all individuals to
perform to their fullest potential free from discrimination
High School diploma or equivalent required, with 1 year work experience in customer service with multiple line telephones, computers and technology.
- A State hospital employee must possess a valid level one fingerprint clearance card issued pursuant to A.R.S. 41-1758.07.
- High School diploma or equivalent
The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.