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609828

Location: 600N Wolfe St, Baltimore, MD 21287

Shift:

Full Time (40 hours per week)

Dayshift; Hours 7:00a-3:30p; weekend work required

Non-Exempt;

Position Summary:

According to established procedures and general directions, triages incoming phone calls, electronic service, fax and email requests for Facilities Management customers concerning routine and emergency issues. Processes requests and calls to the main phone number for JHHS Facilities Management (1,000 employees). The Department provides Environmental Care, Clinical Engineering and Engineering Operations services to the Johns Hopkins Hospital (6 million sq. feet); The Bayview Medical Center (1.5 million square feet) and Howard County General Hospital (500,000 square feet). Triages calls via multiple media (radio, pager, creation of work order, phone, etc.). Determines priority to ensure timely response to emergency and urgent calls while minimizing disruption and overtime. Escalates to department leadership emergencies, utility outages and any other issue which poses risk to patient, life support, or utilities that are critical to patient safety and safe procedures. Understand and identify critical utilities and operations that are critical to patient care. Triage emergencies that may include medical equipment repair during a procedure, loss of life support facilities, electrical, HVAC, medical gas, water and sewage that are critical to maintaining operations in order to avoid evacuation. Provides excellent customer service to customers who may be upset or in a hurry and who may have little understanding of the technical details that will enable effective triaging.

Education:

High School Diploma or equivalent required.

Licensure/Certification: N/A

Required Work Experience:

One-year experience triaging front line calls. Experience in a hospital, and/or engineering/maintenance/clinical engineering or environmental services environment is preferred.

Knowledge, Skills and Abilities:

• Ability to distinguish between technical areas in order to appropriate triage and dispatch hundreds of service requests daily.
• Utilizes excellent verbal customer service skills to efficiently obtain information from customers.
• Treats all customers with respect and dignity and informs customers which team will respond and the service standard.
• Works with Supervisors to communicate status to customers as necessary.
• Applies and integrates knowledge indicated herein.
• Ability to use equipment indicated herein.
• Possesses the ability to solve problems and manage information indicated herein.
• Ability to assess and dispatch departmental resources to address customer's maintenance, biomedical and/or environmental services issues.
• Ability to dispatch clearly and effectively via radio. Must speak articulately, clearly and efficiently.
• Ability to create written work orders that accurately describe the issue, location and identify the requestor and are assigned to the appropriate shop and shift with the necessary priority.
• Interacts professionally with clinical staff, support staff and departmental staff.
• Enters time sheets for assigned shops.
• Functional computer skills.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts - including while at lunch or on breaks, and whether they are on or off campus.