DISPATCHER II

A resume is required to be considered for the position. Applications without a resume will not be considered.

Logistics and Support Service (LSS) dispatchers are the first line of customer service for all calls and requests directed to the department. They are a crucial component of the operation, and therefore have to be a reliable and detail-oriented individual.

• Answering service calls and logging them quickly and accurately in the work order system
• Fielding questions from customers and staff, and directing the caller to the appropriate location
• Monitoring MiChart Grand Central, specifically the EVS command center and patient transportation in order to direct staff to help meet timeliness metrics
• Monitor MEMS and MobileView for patient equipment to direct staff and meet our timeliness metrics
• Receive and log employee call-ins accurately
• In the event of an emergency, the dispatcher will need to start emergency communication to the supervisors and managers in accordance with written protocols.

He or she must have the ability and desire to provide excellent customer service. This role is often the first contact for the organization when someone needs assistance.

Must be able to understand and communicate clearly and professionally in English using both written and verbal mediums. The position requires being able to receive customer requests correctly and dispatch appropriately.

Must be able to sit for long periods of time with limited breaks in order to ensure continuity of service.

Must have some experience with the user interface of the MiChart EVS Command Center or MiChart Patient Transportation Module in order to be able to quickly understand how to dispatch staff and adjust sector assignments to meet job volume

Must be proficient in the Microsoft Office suite, specifically, Outlook, Word, and Excel in order to be able to track the completion of items.

Must have experience learning a web-based interface with very little training, as he or she may be working on a shift where the manager is not able to hold extensive training or answer questions immediately.

Must be able to multitask effectively and balance competing priorities without losing the ability to provide excellent customer service. This position can be very fast-paced, with multiple items needing attention at the same time.

Must be able to speak professionally with individuals from all areas of the organization, as he or she may be interacting with clinicians, management, and front-line staff.

Must be able to independently exercise good judgement, especially if working an off shift where there are fewer managers and supervisors around.

This position is 20 hours / Monday-Friday / 11:30 pm-3:30 a.m

This position is covered under the collective bargaining agreement between the U-M and the AFSCME union, which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.