Emergency Dispatcher

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 departmental efforts to monitor and report customer service.

Essential Job Qualifications

• High school diploma or GED

• Two years of emergency response or customer service experience (Health Care industry preferred)

• Ability to function independently and within a routine schedule.

• Competent with computers and with Microsoft Office Suite software ( i.e. Outlook, Word, Excel, Access, etc.)

• Must have problem resolution skills

• Must have ability to manage multiple priorities

• Ability to report to work in inclement weather (hot, cold, rain, snow, etc.) for an entire shift. Note: Shifts will not be cancelled due to inclement weather and all employees will be required to attend their scheduled shifts and maintain a high quality of work.

• Ability to speak, read and write standard English language; to read and comprehend simple instructions and memos; to write simple correspondence
  

Preferred Job Qualifications

• Previous experience as Security /Emergency Dispatcher within a hospital environment.

• Experience working with multi -line telephone system.

• Ability to use and understand 24 hour and military time systems