Specialist - Emergency Communications Center

Duties:

Job Summary:
-Provides a centralized 24-hour warning point service (private 911 operator) for covered facilities experiencing medical, facility, security, or weather-related emergency events.
-Answers, documents, and dispatches all incoming emergency line calls according to established protocols. Thoroughly and accurately document all calls. Follows specific procedures for individual facilities. Initiates notifications via required modalities (Emergency Notification System, overhead paging, etc.) as quickly as possible with a high degree of accuracy.
-Maintains a professional demeanor and adheres to established dispatch protocols.
-Monitor alarm systems (Fire alarms, infant abduction systems, nurse call systems, etc.) and respond accordingly per established protocols.
-Monitor video surveillance systems from multiple facilities. Report any suspicious activity to security. Assist security in monitoring active incidents.
-Report any detected irregularities from monitored systems to the appropriate personnel per established protocols.
-Monitors for and triages reports of potential hazards that may impact facility operations and reports to the Administrator on call (Client), Hospital Supervisor, or Emergency Management Duty Officer(s).
-Accurately access systems to locate patients, associates, and providers to route callers or relayed information to the correct destination.
-Respond to after-hours calls for covered practices and page staff and providers as needed and per established procedures.
-Clearly and correctly conduct overhead page announcements per established protocols.
-Assist with managing on-call schedules and entering call lists into appropriate systems for covered business units.
-Perform other call center answering and call routing functions as necessary.
-Availability for on-call shifts and mandatory overtime as necessary. Must be able to respond to alternative work locations during emergency events to maintain the continuity of call center operations.

Skills:

Required Skills & Experience:
-Strong technology proficiency, particularly in office & call center software applications, and computer & phone system hardware.
-Ability to type a minimum of 35 wpm.
-Excellent English language communication skills (written and verbal).
-Clear and effective phone skills.
-Ability to work as part of a team.
-Excellent customer service aptitude.
-Ability to multi-task and remain organized.
-Ability to stay calm under pressure.
-Strong critical thinking skills.
-Ability to work shift work (including evenings, weekends and holidays with occasional mandatory overtime).
-Recognize and report system problems, errors, or unexpected events in a timely fashion.
-Recognize the need to escalate calls to supervisors when outside of established protocols.
-Prepare written reports as needed.
-Monitor multiple streams of information simultaneously and prioritize response actions.
-Provide excellent customer service.
-Respond to all incoming calls positively and effectively per established protocols.
Preferred Skills & Experience:
-Minimum of experience working as a telephone operator, receptionist, or previous work in a professional business environment.
-Previous experience working in a healthcare environment.
-Previous experience answering emergency calls for assistance.
-Proficiency in Spanish speaking (verbal).
-Speaking proficiency in other languages (beyond English & Spanish).