At Houston Methodist, the Dispatcher position is responsible for dispatching, tracking, and recording of maintenance requests assignments which include but not limited to: work orders, demand maintenance, preventive maintenance, painting, grounds keeping, and contractor services. This position may also be responsible for monitoring security access control, intrusion, video, communications, infant abduction, report management, and emergency management systems and coordinating and dispatching routine and emergency responses to security staff and additional departments as needed. The Dispatcher position serves as point person for customers in initiating and determining the status of work order and customer follow up review on completed work, proactively estimating work orders and assignments to allow adequate resource scheduling for each area. This position assists management in determining available resources and scheduling and provides support in screening and handling telephone calls and assist in routing departmental activities.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Works with management and department staff to determine available resources and scheduling for each area. Provides training to department personnel on required methods for entering requisitions and voucher requests.

• Informs customers of work order information, such status, and any anticipated delays. Follows with customers on work order closing and satisfaction of the completion of work.

• Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability.

SERVICE ESSENTIAL FUNCTIONS

• Serves as point person for customers in determining status of work order and/or to review completed work. Proactively estimates work orders and assignments to allow adequate resource scheduling for each area. Maintains record of work order request and dispatches request to appropriate staff/contractor.

• Maintains access inventory. Manages in-coming and out-going mail.

• Monitors security access control, intrusion, video, communications, infant abduction, report management, and emergency management systems. Coordinates and dispatches routine and emergency responses to security staff members.

• Completes necessary logs, reports, and documentation of security service requests, incidents, and other required information according to established guidelines

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Serves as record keeping of historical work orders. Maintains training records and assembles data for maintenance and filing of OSHA and EPA reports and logs, as well as other reports for outside agencies, as may be required.

• Ensures outside vendors/invoices are reconciled and submitted for timely payment to Supply Chain/AP.

• Verifies customer and order information for correctness, checking it against previously obtained information as necessary.

FINANCE ESSENTIAL FUNCTIONS

• Coordinates processing and resolution of requisitions, vouchers, purchase orders, and capital /project materials.

• Maintains required financial data and dashboards of each area.

• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Organizes Preventive Maintenance (PM) load projections and reports based on open/closed PM percentage.

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Two years of relevant experience

• Experience with dispatching and/or secretarial duties preferred

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

LICENSES AND CERTIFICATIONS - PREFERRED

• BLS - Basic Life Support (AHA)

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

• Ability to prioritize and manage multiple tasks simultaneously

• Must be organized, flexible and a team player

• Basic computer skills in MS Office Suite

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist West Hospital is committed to leading medicine in West Houston, Katy and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, personalized service and innovation. The growing campus offers more than 200 beds, 19 operating rooms and over 1,500 employees, with access to the most innovative medical and surgical care available, including robotic and minimally invasive surgery, full-spectrum heart care, state-of-the-art imaging, cancer care, labor and delivery with a level II neonatal ICU, neurology and neurosurgery, orthopedics and sports medicine, outpatient rehabilitation and 24/7 emergency services.