Lead Dispatcher / 16 Hours / weekend evening and Holidays/ BWH Central Transport

General Summary / Overview Statement

While assisting the area supervisor, this position provides technical supervision to Central Transport Transporters and messengers, to ensure that we provide a safe, courteous and timely transport of patients and patient care related items and equipment. The scope of supervisory responsibility is limited to occasional direction, guidance and explanation, in addition to performing any or all of the tasks performed by the Escort Transporters, Escort Messengers and equipment techs. Capable of handling all Central Transport assignments and dispatch assignments to transporters .

Principal Duties and Responsibilities for Lead Escort Messengers

1. A. Safety

1. Monitors messenger/escorts performance of safety, infection control, body mechanics and inspection of equipment and report observations to supervisors.
2. Transports patient and patient related items in accordance with safety protocols.
3. Follows infection control policies.
4. Uses proper body mechanics for lifting and pushing.
5. Inspects all equipment before use for patient transport.
6. Observes patient and medical apparatus of patient while in transit to assess unususal changes in condition or function, report all changes to nursing staff or technologist.
7. Assist supervisor in training staff as needed or assigned.
   
   B. Movement
8. Directs or assumes responsibility for complex, difficult or unusual transport requests including all helipad transfers, EZ lift transfers, code stretcher and the morgue.
9. Monitors par levels stocks various locations with equipment (beds, wheelchairs, stretchers, oxygen tanks/carriers)
10. Based upon protocols, identifies and selects appropriate medical equipment for delivery (in absence of Medical Equipment Staff).
11. Transports all patient and patient related items to and from designated locations including lobbies, inpatient units, outpatient clinics, test sites, morgue, helipad, and other outside locations
12. Transfers all patients and related items using appropriate equipment including:
    
    slide board, EZ Lift, beds, stretchers, wheelchairs.

C. Service

1. Actively participates and provides support to Performance Improvement and Service Excellence Teams.
2. Acts as the "voice of the patient" by reporting any patient concerns or feedback and any service related experiences.
3. Follows department guidelines for professional personal appearance and behavior including:
   
   timeliness, uniform, grooming, and fragrance policy
4. Interacts with respect, courtesy and understanding towards patients, family, hospital staff, and co-workers.
   
   D. Communication
5. Assists or covers disaptcher area as requested.
6. Observes and reports to the supervisor how the CTS staff is meeting Service Excellence Standards and recommend corrective actions if necessary.
7. Monitors daily activities of department work and reports any performance related issues (including conduct, quality, quantity, timeliness) to the supervisor.
8. Communicates by radio, telephone, and pager regarding the pick up, delivery, completion, delays, and any change of assignment.
9. Responds to requests from dispatcher, nursing, unit coordinator and other hospital staff.
   
   E. Training
10. Conducts initial and follow up training of new employees, volunteers and staff who require additional skill development in conjunction with the supervisor in accordance with department standards.
11. Reports progress and compliance of all staff and volunteers with department standards to the supervisors.

Qualifications

1. Skills

• Ability to operate elevator, radios, pagers, and other equipment in a professional manner
• Ability to perfom keyboard
• Ability to operate equipment including beds, stretchers, etc.

Service Excellence Abilities

Acheivment Motivation(Looks to make things systemically better.)

Sets Priorities based upon looking at all alternatives and then determining the best potential outcome.

Concern for Order(Pays attention to details and organizes them.)

Develops and uses systems to organize and keep track of information.

Self Confidence(Presents self impressively and with a positive outlook.)

States own position clearly and confidently at all times.

Analytical Thinking(Understands and applies problem solving techniques.)

Uses several techniques to identify /break apart complex problems to reach a conclusion.

Future Thinking(Thinks ahead to act on future needs or prevent problems.)

Continuously thinks of ways to avoid problems beforehand.

Information Seeking(Gathers information for self and/or others)

Continuously pursues information from a variety of sources and individuals to improve decision-making.

Developing Others(Looks to develop skills and behaviors of others.)

Gives specific feedback on performance, expresses positive expectations for future performance, and gives direction or demonstrations with reasons or rationale.

Customer Service Focus(Acts on behalf of the patient/customer)

Seeks information about the real, underlying needs of the customers/patients, and matches products and/ or services to those needs.

Inquiry(Seeks to understand what others are saying, feeling and thinking.)

Responds to people's concerns by altering own behavior in a helpful, responsive way.

Teamwork & Cooperation(Looks to achieve results as a team and generally respects other team members.)

Promotes a friendly climate, good morale and cooperation for all team members and co-workers.

Working Conditions

Work requires prolonged walking, standing, and pushing patient transportation vehicles. Lifting and guiding patients onto transportation vehicles with assistance of other personnel.

Office working conditions are clean and well-lighted, in a reasonably quiet and professional environment. Brigham and Women's Hospital is a fragrance control environment.

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The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

EEO Statement

Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.