Emergency Response Dispatcher

Intermountain Health

2d • Hybrid

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.

Requirements

• Demonstrated customer service experience.
• Computer and data entry proficiency.
• 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
• Must be able to proficiently hear, see and speak.
• Ability to respond and handle audible and visual alarms

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)
• many more benefits
• up-front tuition coverage paid directly to the academic institution
• 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees