Lead Telephone Operator Emergency Dispatcher

Overview

This position is onsite at Cheshire Medical Center in Keene, NH.  This is not a remote position. 

 

Monday-Friday 10:30am-7:00pm. 

 

The DH benefit's package starts the first day of employment. 

 

Performs duties of Operator Services Telephone Operator, all levels, and provides leadership and training to new staff. Manages the performance of communications equipment, computers and databases. Provides operational support to the Operator Services team and provides input to leadership regarding individuals’ performance.

Responsibilities

Provides training and guidance for employees. Assists in system training.

Investigates problems and concerns from other Medical Center personnel, patients and outside resources, concerning Communications Center services and operations.

Ensures all emergency situations are handled according to policy. Follows up on any problem or concerns related to Emergency situations.

Maintains and updates Communications Center databases to ensure the accuracy of information for Center operations.

Handles operational issues, questions, and troubleshoots problems/ difficulties. Records and directs complaints and problems among co-workers to the Communication leadership. Oversees and ensures the smooth functioning of the communications system, including PBX system, audio and radio paging, census system, fire board, and HEAR radio. Locates and defines system problems, and notifies appropriate people to repair system.

Provides system problem diagnosis and completes troubleshooting procedures for radio paging, telephone and computer system. Performs computer system maintenance and/or backup for the paging system and the voice mail systems.

Maintains and issues spare radio pagers as required and per procedure.

Assists supervisor in performance assessments of the technician staff.

Participates in a rotation of weekend on call.

Performs other duties as required or assigned.

Qualifications

• High School Diploma or Equivalent.
• Three (3) years working in a telephone-based customer service role utilizing a switchboard/multiline phone, minimum of two (2) years must be in a hospital or medical facility, preferably a Dartmouth Health Member site, required.
• Intermediate Computer Skills
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.Demonstrated outstanding communication and interpersonal service skills and ability to work both independently and as part of a team required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Demonstrated expertise in all Center operations, systems and equipment.
• Excellent organization, initiative, problem solving skills and attention to detail.
• Complying with D-H policies and standards for all actions related to their role.

Required Licensure/Certifications

• 911 Training Certification within first six (6) months of employment