Emergency Dispatcher/Call Center Agent
APR Consulting, Inc. has been engaged to identify an Emergency Dispatcher/Call Center Agent
Location: Durham, NC 27704
Position: Emergency Dispatcher/Call Center Agent
Pay Rate: $22/hr
Duration: 26 weeks
Expected Shift: Friday, Saturday, Sunday and Monday – 1pm – 11:30pm, 40 hrs/week
JOB SUMMARY
The Communications Center Emergency Operator 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 Requirements:
• High school education or GED
• 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 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.
Job Responsibilities:
• Manage emergency calls, alarms systems and information flow in a 24/7 in a large university and medical center setting in 3 emergency queues.
• Must support the non-emergency calls as needed.
• 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
Our client is the one of the largest Healthcare Staffing Provider in the United States, to be assigned at one of their affiliated hospitals/healthcare facilities.
This particular client is requiring that all new hires show proof of vaccination. However, accommodations may be made for those with disabilities or religious reasons who cannot obtain a vaccine.
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!
APR Consulting, Inc., is one of the most trusted talent acquisition and workforce solutions providers in the United States. Known for exceptional responsiveness, agile strategies, and consistently high-level talent, the firm has become a go-to for organizations and managed services providers navigating complex change and urgent challenges. Since its founding in 1980, APR has transformed from a California IT-focused staffing firm to a full-service solutions provider filling a wide range of positions and serving over eight industries — including aerospace and defense, healthcare, IT, telecom, hospitality/gaming, sports/entertainment, government, and utilities –– in all 50 states, with a loyal roster of more than 850 specialized professionals.