Emergency Response Dispatcher

Intermountain Health•Baltimore, MD

1d•$19 - $25•Onsite

About The Position

A Dispatcher is a member of a call center which not only handles PBX functions but serves as an essential part to emergency communications during medical, facility, security and weather-related emergency events. The call centers operate 24 hours a day and seven days a week at one of several Intermountain locations. As the first point of contact for emergencies and the general public seeking information, a successful candidate will be able to balance excellent customer service with the ability to handle emergencies quickly and decisively. Specific responsibilities include emergency and non-emergency call taking, intrusion and duress alarm monitoring, and viewing security video footage from multiple locations. Schedule - This is a grave shift 1830-0500 Wednesday - Saturday Essential Functions Supports a centralized 24-hour call center for specific facilities experiencing medical, facility, security, or weather-related emergency events. Answers, documents, and dispatches all incoming emergency line calls according to established protocols. 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. Clearly and correctly conduct overhead page announcements per established protocols. Quickly ascertain the request of callers whether public, patient, provider or caregiver and accurately route the call. Monitor various alarm systems (Fire alarms, infant abduction systems, nurse call systems, etc.) and respond accordingly per established protocols. Report any detected irregularities from monitored systems to the appropriate personnel per established protocols. Respond to after-hours calls for covered practices and page staff and providers as needed and per established procedures. (Varies per site) 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.

Requirements

Maintain a professional demeanor and adhere to established dispatch protocols.
Ability to remain calm and effective during busy, high stress situations.
Demonstrated written and oral communication skills
Interpersonal communication
Answering high volume of phone calls
Multitasking
Prioritization
Demonstrated customer service experience.
Computer and data entry proficiency.
Ongoing need to see and read information, documents, monitors, identify equipment and supplies
Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
Sitting for extended periods.
Lifting and carrying up to 10 lbs.
Must be able to proficiently hear, see and speak.
Ability to respond and handle audible and visual alarms

Nice To Haves

Preferred previous experience in a call center.
Preferred High School Diploma or GED

Responsibilities

Supports a centralized 24-hour call center for specific facilities experiencing medical, facility, security, or weather-related emergency events.
Answers, documents, and dispatches all incoming emergency line calls according to established protocols.
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.
Clearly and correctly conduct overhead page announcements per established protocols.
Quickly ascertain the request of callers whether public, patient, provider or caregiver and accurately route the call.
Monitor various alarm systems (Fire alarms, infant abduction systems, nurse call systems, etc.) and respond accordingly per established protocols.
Report any detected irregularities from monitored systems to the appropriate personnel per established protocols.
Respond to after-hours calls for covered practices and page staff and providers as needed and per established procedures. (Varies per site)
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.