As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position is responsible for providing emergency dispatch services for University of Utah Health facilities. The incumbent uses a multi-line telephone and computer system to receive and relay information to the appropriate units and emergency teams, then creates and logs incident reports. This position makes a difference for customers by maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments. This position is responsible for acting as a liaison for both inpatients and staff to address non-medical requests for Support Services. This position is not responsible for providing care to patients.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

• Disseminates all relevant information to the appropriate persons via page group, overhead paging, email, and telephone, and answers questions about emergencies.
• Locates and alerts the professional staff for trauma, cardiac arrests, and all other medical and non-medical emergency situations.
• Contacts campus police dispatch for assistance with specific hospital emergencies.
• Tests, documents and maintains reports of all medical and non-medical emergencies and group pages.
• Distributes monthly reports of incidents to the appropriate staff and committees.
• Keeps dispatch binder current with appropriate information.
• Monitors fire-alarm and code blue computer systems, monitors paging system alerts and AlertUS.
• Assists with data entry for the department, staff and paging information in Smart Console and Smart Web database.
• Updates on-call schedules in Smart Web, troubleshoots Smart Web issues for users, and provides Smart Web education to hospital staff.
• Acts as a liaison between Command Center and Telecommunications and assists Emergency Management with emergency communications when requested.
• Efficiently performs all duties of an Operator III.
• Responds to telephone calls, email and personnel requests for Real Estate Administration.
• Acts as a liaison for inpatient non-medical needs by responding to all requests on the patient help desk line and notifying appropriate teams for resolution.
• Acts as a liaison for staff by responding to requests with multiple support service departments, including entering work orders into the CMMS system.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.

• Demonstrated excellence in verbal and written communications.

• Ability to verbalize empathy.

• Demonstrated excellent listening skills that enable appropriate responses to customer requests.

• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.

• Ability to type at least 40 WPM.

• Ability to assimilate data from various sources.

• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.

• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.

• Ability to prioritize and multi task in a fast paced environment.

• Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.

Qualifications

Required

• One year of communications, medical clinic experience, or customer service (including retail, security, and other customer facing positions).

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Carrying, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking