Dispatcher I

Schedule:
7-On/7-Off A week
11:00 AM - 9:30 PM

Department: Transportation, Local - 230
NOTE: Additional shift differential pay available for evening, night, and weekend hours worked.

Primary Purpose:

The Dispatcher plans, organizes and directs workflows within the Local Transportation Department. Dispatchers must effectively communicate with concerned parties to prevent or resolve problems in a timely manner.  Must be able to help identify and prevent logistical obstacles before they arise or minimize those that do with time sensitive decisions and critical thinking skills.

Essential Functions:

Monitors and controls building access for visitors or vendors and couriers picking up and delivering at the courier dock.

Take department responsibility when Leads or Supervisors or Managers are not on duty

Conducts various personnel management assignments including, but not limited to:

  Submits Employee Improvement Tracking (EIT) requests for management review for deviations from policies and procedures,

  Assigns overtime as needed and notify the leads or supervisor,

  Ensures staff and resources are utilized productively.

Assists with problem resolution for issues with specimens, vehicle incidents, and clients.

Institutes computer downtime procedures when appropriate.

Enforces all safety guidelines and policies including evacuation procedures.

Attends meetings including the Transportation Department’s Weekly Huddle when on shift and the quarterly Local Transportation staff meeting whether on shift or not. 

Proactively communicates “Need to Know” information thru email, text, and phone calls. 

Remains informed of changes and follow all required policies and procedures.

Continually look for ways to increase productivity.

Be familiar with the tools and resources (GML, Samsara, and route spreadsheets) for all courier routes. Perform courier ride along as directed by Local Transportation Leads and Supervisor.

Conducts inspection of fridge, freezer, bins, and yellow bag areas to ensure accurate placement and timely movement of specimens.

Other duties as assigned by Supervisor or Leads.

Dispatch:

Receive inbound calls from clients placing orders for specimen pickup.

Communicate professionally to maintain customer service expectations

Direct ARUP couriers to utilizing mapping tools and software to meet Turnaround time (TAT) expectations from customer pickup through delivery to laboratory.

Creative problem solving including answering questions and trouble shoot problems for couriers, tracking down client contacts, building access, and other special instructions.

Coordinate with in-person customers at the Transportation desk, handling and sorting specimens for outbound delivery, setting appropriate expectations for delivery fulfilment.

Coordinate with Internal department customers to inform them of specimen arrival patterns and workflow.

Engage vendors for STAT pickups as needed.

Document all routing, will calls, stats and other courier assignments in the dispatch portal, reconciling all pickup requests at end of each courier shift to ensure task completion.

Ensure proper use and care of ARUP company equipment. Report any vehicle, phone, or other equipment problems to the Lead and Transportation Supervisor promptly.

Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures

Productive courier relationship development, handling and management of difficult situations

Consistent and professional communications; effective, prompt, and courteous communications with respect to difficult situations, relaying service failures

Establish and maintain effective relationships with clinics and hospitals through professional and timely communications and inquiry response

Familiar with all computer programs required to complete duties. (Salesforce, GML, ScanTrack, and Samsara) In order to facilitate the life cycle of specimen delivery.

Communicate frequently with professionals such as: ARUP clients or Account Executives, FedEx, contract couriers, and other ARUP departments such as Specimen Processing and Client Services.

Other duties as assigned by the Supervisor or Leads.

Physical and Other Requirements:

Stooping: Bending body downward and forward by bending spine at the waist.

Reaching: Extending hand(s) and arm(s) in any direction.

Mobility: The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc.

Communicate: Frequently communicate with others.

PPE: Biohazard laboratory environment that requires use of personal protective equipment in accordance with CDC and OSHA regulations and company policies. 

ARUP Policies and Procedures: To conduct self in compliance with all ARUP Policies and Procedures.

Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Fine Motor Control: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Vision: Having close, far, and peripheral visual acuity to perform a variety of tasks such as make general observations of depth and distance.

Color Vision: Perception of and ability to distinguish colors

Valid Utah Driver’s License: 1) No moving violations within the previous two years 2) No alcohol/drug-related violations on record with the Driver’s License Division

Age: Must be 21 years old