COMMUNICATION CTR OPERATOR I Job at Duke University in Durham

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Health Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Emergency Operator Job Description

Hours: 7:00am-7:30pm - Fri, Sat, Sun 8 hour flex on Mondays every 2 weeks.

Emergency dispatch operator needed for a major university and health system call center in a 24/7 environment. Responsible for answering emergency telephone calls from visitors and staff on campus to facilitate communications through the use of multiple communication tools and systems. Serves as the Emergency Dispatch Center for staff, physicians, and the community located on site.

Job Summary:

The Communications Center Emergency Operator is responsible for answering all emergency and medical code calls and dispatching the appropriate team(s). Knowledge of emergency procedures, grammar, spelling, punctuation, and typing skills are essential. Ability to speak clearly and concisely, read, understand, and follow oral and written instructions while typing. Ability to search dispatch procedures by facility and emergency situation and perform dispatch with 100% accuracy.

Job Responsibilities:

• Manage emergency calls, alarm systems, and information flow in a 24/7 environment in a large university and medical center setting across three emergency queues.
• Support non-emergency calls as needed.
• Prior emergency dispatch experience in a team environment is required.
• Answer calls on a multi-line system, determine the caller's need, and dispatch the appropriate emergency response team and/or transfer the call to the appropriate department.
• Perform multiple tasks simultaneously while maintaining excellent communication skills.
• Exhibit good judgment and decision-making skills, particularly in emergency situations.
• Work under pressure, maintaining control of a call to retrieve necessary information accurately.
• Maintain quality results by adhering to standards and guidelines; recommend ideas to improve procedures.
• Talk and type simultaneously while recording information accurately.
• Determine and assign the priority level of calls and enter data into a computer-aided dispatch system.
• Perform emergency medical dispatch and crisis intervention services.
• Ask vital questions and provide pre-arrival instructions for emergency medical teams.
• Monitor and respond to fire, safety, and clinical alarms.
• Interpret and analyze callers' situations to resolve problems and dispatch emergency services.
• Be computer literate with proficient skills in word processing using the current version of Windows, with excellent typing speed of 40 WPM and 90% accuracy.
• Exhibit customer service skills, confidentiality, and basic knowledge of healthcare and medical terminology.
• Maintain a positive, professional, and helpful attitude.
• Update current emergency procedures and paging numbers as changes occur.
• Assist the on-duty supervisor during peak times as directed.
• Perform other related duties incidental to the work described herein.
• Work without supervision.

Education:

• High school education or GED.

Job Requirements:

• Two years in a communications center or emergency dispatch experience required.
• Availability to work flexible days and hours in a 24/7 team environment.
• One year of experience in a team-based environment.
• On-site work in a hospital environment is required.

Skills Preferred:

• Proficiency in written and verbal English.
• Exceptional customer service skills.
• Pleasant telephone manner.
• Proficiency in PC/MAC and working knowledge of Microsoft Office applications.
• Ability to prioritize assignments to complete work in a timely manner.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunities without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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