Emergency Dispatch Operator Patient Services

Ascension•Austin, TX

1d•Onsite

About The Position

This role serves as the primary, high-urgency communications link for incoming emergency calls. The operator will rapidly assess situations, gather critical details, and prioritize response protocols with absolute composure. They will instantly alert and deploy specialized clinical teams, security personnel, and emergency response units in strict accordance with hospital safety policies. The role also facilitates smooth, rapid communication between clinical units, emergency departments, and patient transport services to ensure timely patient movement and bed placement. The operator will master complex emergency dispatch consoles, CAD (Computer-Aided Dispatch) software, two-way radio systems, and hospital-wide paging networks. They will meticulously log and document all emergency dispatch calls, incident timelines, response metrics, and transfer data within the electronic tracking system. Additionally, the operator will de-escalate high-stress situations by offering clear, compassionate, and authoritative guidance to patients, family members, and medical personnel during critical moments.

Requirements

High School diploma equivalency OR 1 year of applicable cumulative job specific experience required.
Proven experience in emergency dispatch, public safety communications, 911 call handling, or high-volume healthcare transfer/dispatch operations.
Demonstrated ability to remain laser-focused, decisive, and calm when managing life-safety emergencies, distressed callers, and rapidly changing environments.
Advanced proficiency in navigating CAD dispatch software, multi-line phone queues, telemetry/paging platforms, and electronic health record (EHR) databases simultaneously.
Clear, articulate speech and active listening skills, with the ability to convey urgent instructions and critical patient information rapidly without misinterpretation.
Strong attention to detail with an uncompromised commitment to following safety protocols, HIPAA regulations, and departmental SLAs (Service Level Agreements).

Responsibilities

Serve as the primary, high-urgency communications link for incoming emergency calls, rapidly assessing situations, gathering critical details, and prioritizing response protocols with absolute composure.
Instantly alert and deploy specialized clinical teams, security personnel, and emergency response units (e.g., Code Blue, Rapid Response, Trauma) in strict accordance with hospital safety policies.
Facilitate smooth, rapid communication between clinical units, emergency departments, and patient transport services to ensure timely patient movement and bed placement.
Master complex emergency dispatch consoles, CAD (Computer-Aided Dispatch) software, two-way radio systems, and hospital-wide paging networks with zero room for error.
Meticulously log and document all emergency dispatch calls, incident timelines, response metrics, and transfer data within the electronic tracking system.
De-escalate high-stress situations by offering clear, compassionate, and authoritative guidance to patients, family members, and medical personnel during critical moments.