Dispatch Representative

Location Address:

Date Posted:

Department:

Shift:

Shift Length:

Hours Per Week:

Union Contract:

Weekend Rotation:

Job Summary:

Key Position Details:

• 1.0 FTE (80-hours per 2-week pay period)
• 8-hour day shifts
• No weekends

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 weight up to 10 lbs. occasionally, negligible weight frequently

Pay Range

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That's why we devote extraordinary resources to help you grow and thrive - not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being - mind, body, spirit and community - of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes up to $100 in well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

In addition, Allina Health offers employee resources groups (ERGs) -- voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.

Benefits include:

• Medical/Dental

• PTO/Time Away

• Retirement Savings Plans

• Life Insurance

• Short-term/Long-term Disability

• Paid Caregiver Leave

• Voluntary Benefits (vision, legal, critical illness)

• Tuition Reimbursement or Continuing Medical Education as applicable

• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

• Allina Health is a 501(c)(3) eligible employer

*Benefit eligibility/offerings are determined by FTE and if you are represented by a union.