PE Dispatcher

Description

POSITION SUMMARY

Dispatch escort services of patients and other items at a local VA Medical Center. Facilitate the movement of patients and specified materials throughout the medical center for patient care units and other ancillary units in a safe, timely, and efficient manner in accordance with policies and procedures. Provide excellent customer service.

Reasonable Accommodation Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES, RESPONSIBILITIES AND EXPECTATIONS

• Respond to telephone requests and assign staff to perform services on established priority basis. 
• Receive phone calls from medical center personnel requesting patient escort services such as escorting or transporting patients, lab specimens, equipment, supplies and/or patient belongings. 
• Facilitate smooth patient escort and transportation requests 100% of the time.
• Prioritize calls according to urgency and importance.
• Keep a detailed log of all patient escort and transportation requests via computer system.
• Utilize effective dispatching logic in prioritizing tasks and dispatching assignments.
• Continuously monitor response times and productivity to ensure timely and efficient completion of trips.
• Function as a liaison between Patient Escort and other departments.
• Complete work assignments as efficiently as possible.
• Assign, collect and/or distribute radios and monitor daily sign-in/out procedures for equipment. 
• Care for and maintain department equipment (office supplies, computer, etc.). 
• Provide excellent customer service through established guest service techniques. 
• Communicate effectively with VA medical staff. Maintain courtesy and professional demeanor at all times.
• Exercise good judgement.
• Maintain adequate levels of supplies and equipment and make recommendations to Lead PE Coordinator when appropriate.
• Record problems related to patient, visitor, staff or employee complaints and immediately share with Lead PE Coordinator for action.
• Inform Lead PE Coordinator of activity level when additional support is needed and assist with resolution of issues.
• Keep Lead PE Coordinator informed of activities, needs, and/or concerns.
• Enter data in computer system of Patient Escort Trip details for tracking purposes. Organize and maintain accurate records and files. Maintain files and records following requirements for HIPAA and confidentiality
• Print reports upon request.
• Be familiar with VA Medical Center routes.
• Properly utilize handheld radio, pager and cell phone to communicate VA staff and escorts. Learn and use VA codes for communicating with handheld radios.
• Performs related duties as required.
• Other duties as assigned.

Requirements

QUALIFICATIONS

• High school diploma or equivalent.
• Previous experience in a hospital setting is preferred.
• Ability to follow and provide detailed instructions to Patient Escorts.
• Detail-oriented.
• Data entry and typing skills.
• Must be proficient in the use of computers.
• Outstanding organizational and multitasking skills.
• Active listener with exceptional communication and customer service skills.
• Requires the ability to function in a demanding environment. 
• Ability to work independently and use handheld 2-way radio, pager, and cell phone.
• Ability to read, write and speak fluent English.
• Flexible, versatility, reliability and a team player.
• Reliable transportation.

SKILLS & ABILITIES

• Computer Skills: basic computer proficiency
• Other Requirements: U.S. Citizen or U.S. work qualification

PHYSICAL REQUIREMENTS

Physical Demands        

• Stand: O   
• Walk: O   
• Sit: C   
• Handle: N   
• Reach Out: F   
• Reach Above: N   
• Climb: N   
• Crawl: N   
• Squat/Kneel: N   
• Bend: N   
• Balance: N   
• Twist: N

Lift/Carry

• 10 lbs or less: O
• 11-20 lbs: N
• 21-50 lbs: N
• 51-100 lbs: N
• Over 100 lbs: N

Push/Pull

• 10 lbs or less: O     
• 11-20 lbs: N   
• 21-50 lbs: N
• 51-100 lbs: N
• Over 100 lbs: N

Frequency Key: C = Constantly: More than 66% of the time, F = Frequently: 33-66% of the time, O = Occasionally: up to 33% of the time, N = N/A: Not applicable/Not likely

Other Physical Requirements: N/A

TRAINING REQUIREMENTS On-the-job training as required by the VA Medical Center will be provided.

TRAVEL REQUIREMENT No travel required.

WORK ENVIRONMENT Office setting inside a VA Medical Center environment

This job description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.