Operation Center Specialist - Health First Safety

POSITION SUMMARY

To be fully engaged in providing Uncompromised Safety, Superior Quality, Memorable Patient/Customer Experiences, and Financial Stewardship through 24/7 security video surveillance and dispatch services to ensure the safety and security of associates, patients, and visitors of Health First facilities.

PRIMARY ACCOUNTABILITIES

• Monitors security audio and video communication systems for Holmes Regional Medical Center, Palm Bay Hospital, Cape Canaveral Hospital and Viera Hospitals.
• Monitors and operate Facial Recognition and Tag Recognition applications throughout the Health First IDN 24/7/365.
• Operates and monitors RONIN intelligent threat detection platform, weapon detection equipment and applications 24/7/365 for all Health First hospitals.
• Creates and maintains BOLO and trespass database for all Health First properties.
• Operates Remote Door Access Control equipment and applications across the Health First IDN.
• Receives and directs emergency and non-emergency calls for service using digital and/or analog voice communications equipment, computer, and radio dispatch system.
• Maintains written/electronic logs as required.
• Watches for irregular or unusual conditions that may create security concerns or safety hazards.
• Operates various computer systems and programs including security, burglar, panic and fire alarm systems, as well as closed circuit television (CCTV) systems.
• Monitors alarms, including Medical Gas, burglar, panic, and general fire alarms.
• Provides security video surveillance services 24/7/365 consistent with Health First’s safety standards.
• Analyzes critical event data to determine cause and trends; recommends corrective action.
• Performs communications with excellent attention to detail for: Life Safety incidents, 911 emergency calls, power failures, medical emergencies, employee/customer inquiries, equipment and facility service requests, facility access, daily activity events, and more.
• Responds to patient property inquiries and coordinates release of property and valuables.
• Dispatches security personnel using digital and/or analog voice communications equipment, and/or a dispatch system to respond to incidents such as emergency services arrivals, rescue helicopter arrivals, duress alarms, jump assists, burglar alarms, escorts, and rapid response for disaster scenarios.
• Coordinates emergency medical response between the patient, EMT/Corporate Officers, and Emergency Services.
• Coordinates courier requests and dispatches STAT couriers.
• Issues identification badges and provides access control for badge readers, as needed.
• Maintains HIPAA regulations and guidelines with callers.

Qualifications - External

MINIMUM QUALIFICATIONS

Work Experience:

• At least one (1) year of verifiable work experience with direct or telephonic client interaction and monitoring (or equivalent) strongly preferred, e.g., dispatch, security operation center, emergency dispatch/telecommunicator/911 operator.
• Experience in a healthcare setting preferred.
• Public Safety Telecommunications Certification preferred.

Knowledge/Skills/Abilities:

• Advanced proficiency with computer, including the skills to easily navigate between multiple monitors and applications seamlessly.
• Superior verbal communication and listening skills including experience clarifying information in a friendly manner while maintaining composure in stressful situations.
• Accurate typing of >35 WPM.
• Expected completion of Crisis Prevention Training within first 90 days.
• Ability to work with limited or no direct supervision for periods of time..
• Ability to actively listen and accurately spell and transcribe names and phone numbers.
• Ability to maintain high degree of mental agility and critical thinking to anticipate needs, recall information and data, and ask the right questions to meet callers’ needs.
• Ability to keep up-to-date with frequent changes, new programs, on-call schedules, etc.
• Ability to work in a stressful environment that includes alarms, codes, disasters, angry callers, and duress calls.
• Ability to maintain a positive attitude, mature demeanor, and professional conduct at all times.
• Ability to respond, identify and evaluate critical issues quickly and effectively.
• Ability to maintain confidentiality of patient and other restricted information on and off duty.
• Must be willing to carry out tasks that may require entering the hospital morgue and the roof-top helipad.

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.