Patient Access Emergency Operator

Emory Healthcare Emergency Operator

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Family-focused benefits

Wellness incentives

Ongoing mentorship, development, leadership programs...and more

Full Time / 40hrs

Description

The Emory Healthcare Emergency Operator plays a vital role in ensuring the safety and well-being of patients, staff, and visitors across 10 hospitals by managing Plain Language emergency calls. This position is responsible for promptly answering and triaging emergency calls, dispatching appropriate personnel, and ensuring clear communication during emergencies. The role demands a calm, efficient, and professional individual who can thrive in high-pressure situations to support the immediate response needs of the healthcare organization.

Key Responsibilities:

• Answer and triage all emergency and non-emergency calls quickly and efficiently.
• Dispatch emergency response teams, including security, medical, and maintenance personnel, according to established protocols.
• Monitor alarms and emergency systems to ensure immediate response to critical situations.
• Document and maintain detailed records of all emergency calls, actions taken, and outcomes for accurate reporting.
• Operate communication equipment, such as phones, pagers, radios and computer systems, to maintain coordination between departments.
• Collaborate with hospital staff to ensure clear, effective communication during emergencies.
• Follow Emory Healthcare protocols to manage high-pressure, life-threatening situations, ensuring patient safety at all times.
• Maintain a calm, professional demeanor in stressful situations to provide clear, concise instructions to callers and emergency response teams.

Required Qualifications:

• High School Diploma or equivalent.
• 1-2 years of experience in emergency dispatch, call centers, or a related field required.
• Familiarity with emergency communication systems, such as radios, alarm panels, and computerized dispatch systems.
• Ability to work effectively in high-stress environments and make quick decisions.

Additional Requirements:

• Candidates must actively participate in ongoing training and cross-training to enhance skills and knowledge relevant to the role, ensuring excellent patient care, satisfaction and to support the needs of the operations.

Preferred Qualifications:

• Previous experience in a healthcare setting or hospital environment.
• Knowledge of medical terminology to better understand and respond to healthcare-related emergencies.
• Strong knowledge of local emergency services, procedures, and Plain Language codes.
• Proficiency in using communication software and systems in a dispatch or emergency setting.

Key Skills: Excellent verbal and written communication skills, able to relay clear and concise information in emergency situations. Strong problem-solving and critical-thinking abilities, capable of quick decision-making. Ability to remain calm and composed under pressure, even in life-threatening situations. Team-oriented mindset with the ability to collaborate and coordinate with multiple departments. Strong attention to detail and accuracy in documenting calls and outcomes. Shift/Work Hours: 365/24/7 operation, requiring flexibility to work shifts, including nights, weekends, and holidays.

Physical Requirements: (Medium/Max 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

Environmental Factors: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.