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The Dispatcher, Centralized Transport is responsible for the effective daily coordination of patient and non-patient transportation requests and the efficient assignments of transport personnel. This position is also responsible for providing exceptional customer service to internal and external customers. The incumbent in this position will support the mission, vision, values and strategic initiatives of MWHC Health System and must demonstrate a commitment to quality service.
Essential Functions & Responsibilities:
- Manages Care Navigator transport dispatch system for Mary Washington Hospital and Stafford Hospital.
- Directs the activity of the transport function and transporters, ensuring timely completion of assigned tasks.
- Monitors procedures related to availability and completion task, follows-up on issues related to service and operations.
- Coordinates the distribution and time management of centralized transport personnel, to include the management of breaks.
- Assists transport manager to schedule adequate transport staff to meet the needs of departmental transport needs.
- Ensures transport requests have been completed in an efficient and timely manner according to current departmental standards, priorities, and patient appointments.
- Functions as a liaison between Centralized Transport and other hospital departments.
- Is responsible for the assignment, distribution, and collection of transporter mobile phones and other related technology.
- Promotes a positive customer service experience between Centralized Transport personnel and patients, patient family members, visitors, and staff.
- Serves as a resource for the escalation of customer complaints and problems. Identifies trends, provides insight, and helps to provide solutions for ongoing issues.
- Performs other duties as assigned
- High School diploma or equivalent, required.
- Previous telephone customer service experience, preferred
- Previous experience in patient care setting, preferred.
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.