FACILITIES CALL CENTER SPECIALIST I

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This is a Stanford Health Care job.

A Brief Overview
Under the direct supervision of the Facilities Supervisor, and/or appointed shift commander, dispatches Facilities Personnel to emergency and non-emergency calls for service. Answers incoming phone calls and operates a computer dispatch system, monitors Enterprise Asset Management System (EAMS), and inputs incident reports into the computer system as needed.

Locations
Stanford Health Care

Evening Shift:

6:00pm – 2:30am

What you will do

• Answers all telephone calls promptly and courteously. Triages calls rapidly, prioritizes and dispatches calls in appropriate order and importance. Screen incoming communications to prioritize emergency/non-emergency calls and situations and to ensure sufficient emergency services are dispatched
• Closely monitors radio traffic during any situation presenting potential danger to the life or safety of personnel and dispatches additional personnel as needed.
• Maintains current status of personnel in the field. Maintains radio contact with facility personnel and enforces proper radio control and courtesy. Maintain an accurate status and availability of emergency response personnel to assure prompt and accurate response
• Monitors Enterprise Asset Management System (EAMS) system to dispatch personnel as appropriate. Obtain relevant emergency information (e.g., location, request type, nature of complaint, etc.)
• Questions emergency callers to elicit complete and accurate information necessary for emergency response. Enters all appropriate information into the Enterprise Asset Management System (EAMS) system. Maintains accurate work orders and log notes.
• Must display a thorough work process ensuring that each and every step in a critical process is completed.
• Determines the department to respond (e.g., facilities or security)
• Use an automated software program (e.g., Microsoft Word, Excel) to prepare daily/weekly reports
• Brief on-coming personnel of new or old information relevant to the shift
• Review workflow processing to ensure all emergency/non-emergency operations are executed in a professional and timely manner
• Liaison with line supervisors (i.e., Facilities Supervisor, appointed shift commander, facility responders, security responders, or other entities)

Education Qualifications

• High School Diploma or GED equivalent.

Experience Qualifications

• One (1) to two (2) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities

• Ability to adapt to and deal with change and ambiguity
• Ability to generate ideas, consult with departments, and coordinate administrative solutions to alleviate security problems
• Ability to observe and recall names, places and incidents, read and understand laws, ordinances, departmental rules and policies
• Ability to plan, organize, prioritize, work independently and meet deadlines
• Ability to relate to others in a calm, tactful and courteous manner
• Ability to solve problems and identify solutions
• Ability to speak and write effectively at a level appropriate for the job
• Ability to work in a fast-paced work environment
• Ability to work well with individuals at all levels of the organization
• Ability to execute caller interrogation to determine the problem and nature of the call
• Ability to relay and accurately document essential situational information to the responders
• Ability to apply procedures subject to guides, regulations, and policies to the range of emergency calls in order to successfully accomplish the work
• Ability to monitor and maintain Enterprise Asset Management System (EAMS)
• Ability to identity system abnormalities within the Enterprise Asset Management System (EAMS)
• Knowledge of computer systems and software used in functional area
• Knowledge of local, state and federal regulatory requirements related to areas of functional responsibility
• Knowledge of police/law enforcement procedures and techniques

Physical Demands and Work Conditions
Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.