Communication Center Operator

Communication Center Operator

Emergency dispatch operator needed for 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.

The Communications Center Operator I 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. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction while typing. Ability to search dispatch procedures by facility, emergency situation and perform dispatch with 100% accuracy. Responsible for answering emergency medical response calls from the Duke Community, patients and visitors facilitating emergency response efforts throughout the institution through the use of multiple communication tools and systems. Serve as the Emergency Information Center for staff, physicians and the Duke community.

Job Responsibilities:

• Manage emergency calls, alarm systems and information flow in a 24/7 in a large university and medical center setting in 3 emergency queues.
• Must have prior emergency dispatch experience in a team environment.
• 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, follow-up etc.)
• Be able to perform multiple tasks simultaneously is critical plus in addition to having excellent communication skills (good listening skills and clear diction)
• Must have good judgment and decision-making skills (particularly in emergency situations under stress, integrate new information quickly, be self-motivated to find information needed and to work seamlessly across multiple teams.)
• Ability to work under pressure and maintain control 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 strict-adherence to standards and guidelines; recommending ideas to improve procedures.
• The ability to talk and type simultaneously while recording information 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, pager, and dispatch information via overhead PA system.
• Perform emergency medical dispatch and crisis intervention services.
• Ask vital questions and provide pre-arrival instructions for emergency medical teams and follow-up to ensure the team's arrival.
• Monitor and respond to fire, safety and clinical alarms.
• Ask questions to interpret, analyze and anticipate the caller's situation as to resolve problems, provide information and dispatch emergency services.
• Must be computer literate and have proficient skills in word processing using current version of Windows with excellent typing speed of 40 WPM with 90% accuracy, excellent spelling.
• Customer service, confidentiality, basic knowledge of health care and medical terminology are essential.
• Having a clear, professional voice and providing excellent customer service to all 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.
• 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 incidental to the work described herein.
• Must be able to work without supervision.

Education:

• High school education or GED

Job Requirements:

• One year in a communications center, customer service call 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 environment.
• On-site work in hospital environment is required.

Skills Preferred:

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

Required Qualifications at this Level:

Experience:

Operator 1 - One year of IT or Call Center experience is required.

Operator 2 - Three years of Call Center experience required.

IT Specialist - Five years of Call Center experience required and IT experience.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideasan 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.