Switchboard Telecom Operator Job Presque Isle area,Maine USA,Customer Service/HelpDesk

Description

Northern Light A.R. Gould

Department

Switchboard

Position is located

Northern Light A.R. Gould Hospital

Work Type

Part Time Ineligible

Summary

Performs as a working Switchboard Telecom Operator in the Call Center

Responsibilities

A. Call Processing and Dispatching

In accordance with client protocols, receives and processes requests for both emergent and non-emergent transports in an accurate and timely manner

Maintains timely, concise and legible written communications when appropriate

Delivers highest quality customer service and care, acting in the best interest of the patient and customers, families and other professionals

Monitors radio communications for updates to vehicle status and uses proper radio etiquette

Reads maps accurately and gives appropriate directions

Listens and responds clearly and in an appropriate manner

B. Communications

Communicates in a professional manner at all times with employees, customers, public safety agencies and Communication Center clients

Makes proper and timely notifications to supervisory and management staff regarding issues of importance or concern

Offers suggestions for improvement of system through proper channels of communication

Relays thorough and complete shift turnover to on‑coming dispatcher

Demonstrates teamwork and diplomacy

C. Systems Knowledge and Self-Improvement

Maintains working knowledge of communications consoles, phones and Computer Aided Dispatch (CAD) system

Uses knowledge and awareness of available resources to schedule, dispatch and track calls accurately and timely

Maintains required certifications

Attends all mandatory staff and in‑service meetings as required

D. Professionalism

Dresses appropriately.

Reports for assigned shifts on time.

Performs additional duties as assigned by management.

Other Information

High School Diploma, GED or international equivalent preferred
Experience in ambulance / 911 dispatching or call center work preferred
Current Maine licensure as an Emergency Medical Technician or Emergency Medical Dispatcher preferred
Basic computer skills including ability to power on the computer, use a mouse to interact with elements on the screen, use a computer keyboard, and shut down the computer properly
Proficiency with Microsoft Word, Excel, and Windows OS preferred

Competencies and Skills

Achieves Results:
Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
Demonstrates Adaptability:
Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
Effectively Communicates:
Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow‑ups are regular and timely. Shows that important (non‑) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
Serves Others:
Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
Behaves with Integrity and Builds Trust:
Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
Cultivates Respect:
Treats others fairly, embraces and values…