Communication Center Operator

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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 OPERATOR JOB DESCRIPTION

Hours: Friday-Sunday 7p-7a - ONSITE  
The role of an Emergency Dispatch Operator at a major university and health system call center involves managing emergency communications in a 24/7 environment. This position requires handling emergency telephone calls from Duke Health System Hospitals, Clinics, and staff, coordinating responses using multiple communication systems, and serving as the central Emergency Dispatch and Information Center for staff, physicians, and the community on-site.
Job Summary
The Communications Center Operator is tasked with answering all emergency and medical code calls, dispatching appropriate teams, and demonstrating knowledge of emergency procedures. Essential skills include clear and concise speaking, accurate typing, grammar, spelling, punctuation, and the ability to follow oral and written instructions precisely. Operators must perform dispatches with 100% accuracy by searching dispatch procedures relevant to the facility and emergency situation.
Job Responsibilities
•    Manage emergency calls in three emergency queues in a large university and medical center setting, operating 24/7.
•    Prior emergency dispatch experience in a team environment is required.
•    Answer multi-line phone calls, assess caller needs, dispatch emergency teams, or transfer calls appropriately. Research within software databases to assist callers effectively.
•    Perform multiple tasks simultaneously, exhibiting excellent communication skills including listening and clear diction.
•    Exercise good judgment and decision-making under stress, integrating new information quickly, and collaborating across teams seamlessly.
•    Maintain control of calls under pressure, ensuring 100% accuracy by repeating back information and translating it into paging systems.
•    Adhere strictly to standards and guidelines to maintain quality results and suggest procedural improvements.
•    Simultaneously talk and type to record information accurately.
•    Prioritize calls and enter data into computer-aided dispatch systems for phone, pager, and overhead PA system notifications.
•    Perform emergency medical dispatch and crisis intervention services, including asking vital questions and providing pre-arrival instructions while ensuring team arrival .
•    Monitor and respond to fire, safety, and clinical alarms.
•    Analyze caller situations to resolve problems, provide information, and dispatch emergency services appropriately.
•    Demonstrate computer literacy with proficient word processing skills, typing speed of 40 WPM with 90% accuracy, and excellent spelling.
•    Exhibit strong customer service, confidentiality, and basic healthcare and medical terminology knowledge.
•    Maintain a clear, professional voice and positive, helpful attitude while handling calls .
•    Experience with multi-line phone systems and computer research/email is necessary.
•    Update emergency procedures and paging numbers as changes occur.
•    Ability to work independently without supervision is essential.
Education and Experience Requirements
•    A high school education or GED is required.
•    Two years of experience in a communications center or emergency dispatch is mandatory.
•    Candidates must be available for flexible shifts in a 24/7 team environment and have at least one year of team-based work experience.
Preferred Skills
•    Proficiency in written and verbal English and exceptional customer service skills .
•    Pleasant telephone manner with focused communication.
•    Working knowledge of Microsoft Office applications, group chat tools, and proficiency with PC/MAC systems.
•    Ability to prioritize assignments to complete tasks in a timely manner.
Required Qualifications by Level
Level    Experience Required
Operator 1    One year of IT or Call Center experience
Operator 2    Three years of Call Center experience
IT Specialist    Five years of Call Center and IT experience
This progression reflects an increase in responsibility and expertise within the emergency communications field.