Dispatch Representative

Number of Job Openings Available:

1

Date Posted:

November 06, 2024

Department:

74000670 Clinical Engineering Services Management

Shift:

Day (United States of America)

Shift Length:

8 hour shift

Hours Per Week:

40

Union Contract:

Non-Union

Weekend Rotation:

None

Job Summary:

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Key Position Details:

**Remote position with occasional on-site requirements**

• 1.0 FTE (40-hours per week)

• 8-hour day shifts

• No weekends

• Benefit eligible

Job Description:

Provides day-to-day customer service experience. Processes service requests, creates work orders, and dispatches work to the appropriate technician and/or vendor. Maintains the on-call handbook and scheduling, provides backup for the Buyer, and maintains the communication standards and processes.

Principle Responsibilities

• Coordinates communications and dispatching.
  • Routes incoming calls to the appropriate Clinical Engineering Services (CES) employee.
  • Creates work orders and dispatch service calls based on priority and tech availability.
  • Monitors portal sites to dispatch service requests.
  • Creates service purchase order and provide PO to customer and/or vendor.
  • Provides customers with equipment history and service records.
  • Assists customers, technicians or managers with resolution of outstanding service issues.
  • Communicates weekly on-call schedule and follow up with any changes to ensure after hour service calls are dispatched appropriately.
  • Trains new communication staff.
  • Maintains the Communication Handbook to ensure all communications staff and back ups have updated processes and technician staffing information.
• Provides excellent customer experience.
  • Addresses customer service issues and escalates as needed.
  • Develops and maintains relationships with CES management, technicians and customers to provide excellent customer experience.
• Provides support functionality.
  • Communicates weekly on-call schedule and follow up with any changes to ensure after hour service calls are dispatched appropriately.
  • Creates, maintains and communicates the on-call schedule with managers and on-call staff.
  • Resolves on-call issues identified and communicates resolution.
  • Processes mail and distributes to appropriate staff as necessary.
  • Maintains office supply inventory.
  • Maintains medical equipment stickers inventories.
  • Assists analyst with maintaining an accurate IT inventory and medical equipment disposition tracking.
  • Sets up and maintains pagers.
  • Orders and tracks technician uniforms.
• Provides coverage/backup and project assistance.
  • Completes projects as assigned.
  • Provides backup to CES buyer to ensure service parts are prioritized.
  • Modifies or updates staff timecards as requested.
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 2 to 5 years of customer service experience

Preferred Qualifications

• High school diploma or GED
• Vocational or Technical Training 1-2 years of post high school education
• 0 to 2 years of experience with computerized equipment management system (CEMS)
• 0 to 2 years of biomedical equipment experience
• Proficiency with computers and Microsoft Office applications

Physical Demands

• Sedentary:
• Lifting weightUp to 10 lbs. occasionally, negligible weight frequently