Emergency Response Dispatcher

Intermountain Health • San Jose, CA

1d • Onsite

About The Position

A Dispatcher is a member of a call center that handles PBX functions and serves as an essential part of emergency communications during medical, facility, security, and weather-related emergency events. The call centers operate 24 hours a day, seven days a week, at one of several Intermountain locations. As the first point of contact for emergencies and the general public seeking information, the successful candidate must 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.

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.

Nice To Haves

• Previous experience in a call center.
• 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.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Comprehensive benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
• PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution.
• The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates.
• Caregivers are eligible to participate in PEAK on day 1 of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees