Description

The Central Dispatch Center handles approximately 500 phone calls and 200 web requests for maintenance needs at more than 300 UPMC buildings every day. This is a 24/7 operation, so the flexibility to be able to work different shifts, weekends and holidays is a must. After the training period is over, this position will work remotely from home. The department is looking for a year of dispatching experience or working in a call center. Must have excellent computer and customer service skills, strong communication, and be able to multi-task. 

Responsibilities:

• Immediately recognize hazards or threats to life safety, patient safety, etc., and both instruct the person calling to act appropriately and safely while gaining all necessary information in the process. Coordinate emergency dispatchers to internal and external disasters, log tracking data, and cost recovery information.
• Assist management with data research and compile various reports as requested including Risk Master, TMPs, PMs, PEs, cycle maintenance, invoicing, insurance claims, frequency requests, billing, pneumatic tube, elevators, etc.
• Direct work requests via radio, alpha pager, and/or phone to the appropriate facility and craftsmen as needed to assure that the resolution is conducted with regard to efficiency, safety, and within established procedures.
• Alpha page first responders for emergencies, i.e. floods, power outages, water shortages, external disasters- weather-related, etc.
• Maintain current with numeric and alpha paging system distribution lists as well as radio communications and compliance with FCC Regulations.
• Perform all aspects of dispatch: receive the request, dispatch to appropriate craftsman, create a work order and perform closeout functions upon completion and perform follow-up as needed.
• Coordinate with the management team, staff responses to internal and external disasters, day-to-day work requests, cycle maintenance, equipment failures, and on-site inspections (DOH, JCAHO, AALAC, and EPA).
• Serve as a role model of service excellence for the institutions by providing quality services that are responsive to client needs, proactive in scope, and accessible in nature.
• Understand and prioritize incoming data and information and both initiate an effective and appropriate response, as well as relay the accurate information to management, infection control, EH&S, Security, Corporate Real Estate, etc.
• Create/update and distribute web requests, PMs, PEs, TMPs, and daily work orders in a timely manner.
• Log all elevator calls, attendance call-offs, automatic door calls, etc. as directed.

Qualifications

• High school diploma or equivalent is required. 
• Two years of experience working in an office or hospital setting required.
• One year of experience as a dispatcher and/or call center operator preferred.
• Skills in database systems and proficiency in Microsoft Office Programs required.
• Proficient computer typing, minimum 40 wpm required.
• Good communication skills with the ability to organize and direct routine and emergency responses.
• Strong written skills and the ability to follow detailed written and verbal directions. 
• Ability to respond appropriately under stressful and/or emergency situations.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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