Duke Clinical Research Institute is hiring: Communication Center Operator in Dur

Overview

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

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

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 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 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. Research within software database to determine how to assist the caller (type of code, appropriate location, follow-up, etc.).
• Perform multiple tasks simultaneously with excellent communication skills (listening and clear diction).
• Exercise good judgment and decision-making skills, especially in emergency situations under stress; integrate new information quickly and collaborate across multiple teams.
• Work under pressure to obtain and relay necessary information, repeat back to the caller for 100% accuracy, and translate into paging system.
• Maintain quality results by adherence to standards and guidelines; recommend ideas to improve procedures.
• Speak and type simultaneously while recording information accurately.
• Determine and assign the level of priority of the call and enter 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 arrival.
• Monitor and respond to fire, safety and clinical alarms.
• Ask questions to interpret, analyze and anticipate the caller's situation to resolve problems, provide information and dispatch emergency services.
• Must be computer literate with proficient skills in Windows, excellent typing speed (40 WPM) with high accuracy, and spelling.
• Customer service, confidentiality, basic knowledge of health care and medical terminology are essential.
• Maintain a clear, professional voice and provide excellent customer service to all customers.
• Must have prior experience answering and routing calls using a multi-line phone or system; 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 as changes 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.
• One 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 focus.
• Proficiency in PC/MAC with working knowledge of Microsoft Office applications and group chat tools.
• Ability to prioritize assignments to complete work in a timely manner.

Required Qualifications at this Level

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 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 ideas—a broader exchange that flourishes with diverse perspectives, backgrounds, and experiences. All members of our community have a responsibility to uphold these values and feel secure and welcome, with all voices heard.

Essential Physical Job Functions: Some roles may include essential job functions requiring specific physical and/or mental abilities. Additional information and provisions for requests for reasonable accommodation will be provided by each hiring department.