Dispatch Shift Lead

OnePoint Patient Care

The Dispatch Shift Lead position is a hands on role that provides oversight & supervisory responsibilities of the dispatch team as well as handle individual dispatch escalation responsibilities.

Schedule:

Monday - Friday 8am-5pm

Rotating Weekends & Holidays

Our Benefits Include:

Competitive pay
• Shift differential
• Health, dental, & vision
• Company paid STD & LTD
• Paid Time Off
• Flexible Schedules
• Tuition Reimbursement
• 401k
• Employee Discount Program
• Daily Pay

Our team at OnePoint Patient Care promotes a variety of initiatives designed to enhance the work and personal lives of our employees, celebrate diversity and improve the communities where we work and live.

If your passion is service excellence and top-quality care, come join our team!

*Position will be posted for a minimum of 7 business days

• Oversees a team of dispatchers
• Hires, onboards, trains, and coaches
• 1on1's, reviews, disciplinary action & documentation
• Staff scheduling: Shifts, tracking of vacation/sick leave accruals and approve time off requests
• Approves timesheets in timekeeping system
• Orders supplies
• Evaluates dispatch performance and quality, and performing quality audits
• Ensures dispatchers are motivated and engaged, and providing feedback and recognition
• Works with dispatch team to ensure Tier 1 issues are being processed effectively
• Handles Tier II escalation issues and solving problems
• Assists with dispatch calls when call volume exceeds resources available
• Ensures the dispatch team meets its customer service and performance goals
• Monitors dashboards to ensure company call & hold time thresholds are achieved
• Weekly team performance metrics
• Issues resolution tracking and reporting

• High school diploma or GED
• Being able to communicate goals quickly and directly
• Ability to identify problems and come up with solutions
• Having good customer service skills, as Tier 1 support has the most direct contact with customers
• Being able to provide leadership, coaching, and feedback in a friendly and respectful way
• Ability to work in multiple screens and aptitude to effectively utilize technical dashboards & applications
• Ability to manage time, set goals, and prioritize tasks to achieve those goals
• Empathetic listening is a combination of active listening and empathy that can improve relationships
• Ability to remain calm during an emergency and to follow any company procedures/policies created

**To perform this position will require frequently sitting, standing, walking, and typing on a keyboard with fingers, and occasionally bending, reaching, climbing (stairs/ladders), crawling, kneeling, crouching, and stooping. The physical requirements will be the ability to push/pull 21-30 lbs**