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Description

Shifts are Monday - Friday Between 6:00 AM - 6:00 PM (40 Hour Work Week) - Eventually will include weekends.

Introduction

Do you want to join an organization that invests in you as a Facilities Management Dispatch Coordinator? At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

+ Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

+ Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

+ Free counseling services and resources for emotional, physical and financial wellbeing

+ 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

+ Employee Stock Purchase Plan with 10% off HCA Healthcare stock

+ Family support through fertility and family building benefits with Progyny and adoption assistance.

+ Referral services for child, elder and pet care, home and auto repair, event planning and more

+ Consumer discounts through Abenity and Consumer Discounts

+ Retirement readiness, rollover assistance services and preferred banking partnerships

+ Education assistance (tuition, student loan, certification support, dependent scholarships)

+ Colleague recognition program

+ Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

+ Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

_Note: Eligibility for benefits may vary by location._

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Facilities Management Dispatch Coordinator like you to be a part of our team.

Job Summary and Qualifications

The Dispatch Coordinator provides support for incoming phone calls and requests reported through the HCA Facilities Management departments. Responsibilities include initial assessment, triage, research, and routing of incoming phone calls and requests from the HCA Facilities Management requests system (level 2 and level 3). The Dispatch Coordinator is responsible for collecting information through a constructive customer conversation, accessing all available support tools, and additional support staff (service resources) ensuring proper escalation of facility issues. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division groups and potential vendors.

The Dispatch Coordinator will interact and collaborate with other HCA colleagues, including Facilities Management leadership teams within the enterprise and the client base to properly identify appropriate calls and requests to route within the organization, identify and prioritize issues to be escalated and engage in some problem-solving processes, if needed to locate appropriate HCA colleague or location. The Dispatch Coordinator will work to make the appropriate escalation and dispatching of either HCA fix agents or ensuring proper vendor selection is made.

In this role you will:

+ Addresses and escalates phone calls and requests with quality documentation; utilizes approved phone systems; engages other resources or HCA colleagues to resolve requests that are beyond the scope of the facility ability or responsibility.

+ Takes ownership of issues and actively facilitates resolution of incoming phone calls and requests.

+ Uses the appropriate routing protocols to document issues, phone calls, and requests.

+ Works within criteria and/or work procedures to achieve a high level of quality, productivity and service.

+ Evaluates and provides feedback to maintain accuracy of routing phone calls and requests.

+ Creates a positive customer support experience and builds strong relationships through proper triaging, ensuring timely resolution or escalation, communicating promptly during engagement with customers, and handling customers with a consummately professional attitude.

+ Creates an environment of teamwork and lateral service so that the needs of our customers and colleagues are met.

+ Ensures the best end-to-end customer experience and provides a single point-of-contact for the customer.

+ Responsive to the expressed and unexpressed needs of our customers.

+ Takes pride in his/her work and demonstrates outstanding professionalism in providing service to all customers including but not limited to employees and vendors.

+ Analyzes and resolves phone calls and requests regarding appropriate routing determination or forwarding of any phone call and request.

+ Utilizes self-help and staff knowledge bases.

+ Increase general knowledge of current division and facility-specific products, increasing ability to appropriately route requests on first contact.

+ Build relationships with other HCA teams through frequent constructive communication.

+ Identify opportunities for implementing process improvements.

+ Adheres to and supports Parallon standards, policies, and procedures.

+ Maintains and protects confidentiality regarding all aspects of patient care and employee information.

Qualifications:

+ Competency in MS Office Suite and MS operating system

+ Experience with call center techniques.

+ Competency in call center tracking tools.

+ Prior experience supporting customers via phone operating systems.

+ Experience with facility management administrative support procedures.

+ High School Graduate/Equivalent required

+ Associate degree or equivalent work experience preferred.

+ One to Three years’ work experience preferred

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Facilities Management Dispatch Coordinator opening. Qualified candidates will be contacted for interviews. **Submit your resume today to join our community of caring!**

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.