COMMUNICATION CTR OPERATOR I - Full-time / Part-time

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath 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 dispatch operator needed for major university and health system call center in a 24/7 environment. Responsible for ans wering emergency telephone calls from visitors and staff on campus to fa cilitate communications through theuse of multiple communication tools and systems. Serves as the Emergency Dispatch Center for staff, physicia ns and the community located on site.

Job Summary:

The Communications Center Operator II is responsible for ans wering all emergency and medical code calls and dispatching the appropri ate team(s). Knowledge of emergency procedures. grammar, spelling, punct uation, and typing skills. Ability to speak clearly and concisely. Abili ty to read, understand, and follow oral and written instruction while ty ping. Ability to search dispatch procedures by facility, emergency situa tion and perform dispatch with 100% accuracy.

Respons ible for answering emergency medical response calls from the Duke Commun ity, patients and visitors facilitating emergency response efforts throu ghout the institution through the use of multiple communication tools an d systems. Serve as the Emergency Information Center for staff, physicia ns and the Duke community.

Jo b Responsibilities:

·          Manage emergency calls, alarms systems and information flow in a 24/7 in a large university and medical center sett ing in 3 emergency queues.

·         Must have prior emergency dispatch experience in a team enviro nment

·         Answer calls on a multi-line system, determine the caller's need, and dispatch appropriate emergency response team and/or transfer the call to the appropriate department. Must research within software database to determine how to assist the caller (type of code, appropriate location, f ollow-up etc.)

·         Be able to perform multiple tasks simultaneously is critical plus in addit ion to having excellent communication skills (good listening skills and clear diction)

·         < /span>Must have good judgment and decision-making skills (particul arly in emergency situations under stress, integrate new information qui ckly, be self-motivated to find information needed and to work seamlessl y across multiple teams.

·          Ability to work under pressure and maintain contro l of a call to retrieve necessary information, repeat back to the caller to ensure 100% accuracy and translate into paging system

·         Maintain quality results by st rict-adherence to standards and guidelines; recommending ideas to improv e procedures.

·         The ability to talk and type simultaneously while recording in formation accurately is necessary

·         Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for phone, page r, and dispatch information via overhead PA system

·         Perform emergency medical dispatch and crisis intervention services

·        

·         < /span>Monitor and respond to fire, safety and clinical alar ms

·         A sk questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information and dispatch emergency serv ices

·         Must be computer literate and have proficient skills in word processing using current version of Windows withexcellent typing speed of 40 WPM with 90% accuracy, excellent spelling.

·          Customer service, confidentiality, ba sic knowledge of health care and medical terminology are essential.

·         Having a clear, professional voice and providing excellent customer service to a ll customers are key

·         Must also have prior experience answering and routing calls using a multi-line phone or system and must be comfortable using a computer for research/emails and learning new systems.

·          Maintain a positive, professional, and helpful attitude

·         < span>Maintain and update current emergency procedures and paging numbers incorporating changes and new assignments as they occur.

·         Assist the on-duty supervisor during peak times as directed.

·         Perform other related duties inci dental to the work described herein.

·         Must be able to work without supervisio n

Education:

·          High school education or GED

Job Requirements

·          Two years in a communications center or emergency dispatch experience required.

·          Must be available to work flexible days and hours in a 24/7 team environment

·          1 year of working in a team-based environme nt

·         On-site work  in hospital environment is required

Skills Preferred

< span>·         Proficiency in written and verb al English

·         Excep tional customer service skills

·         Pleasant telephone manner with focused

·         Proficiency in PC/MAC – working know ledge of Microsoft Office applications and group chat tool

·         Ability to prioritize assignm ents to complete work in a timely manner.

Minimum Qualifications

Education

High School graduate

Experience

Prior knowledge of a communications system is preferred.

Degrees, Licensures, Certifications

N/A

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity 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 makes good faith efforts to recruit, hire, and promote qualified women, minorities, individuals with disabilities, and veterans.