Patient Access Emergency Operator

Emory Healthcare•Tucker, GA

21h

About The Position

The Emergency Operator plays a critical role in ensuring the safety and well-being of patients, staff, and visitors across Emory Healthcare facilities. This position is responsible for managing Plain Language emergency calls, including answering, triaging, and dispatching appropriate response teams. The Emergency Operator must demonstrate the ability to remain calm, professional, and efficient in high-pressure situations while ensuring timely communication and coordination during emergencies.

Requirements

High school diploma or equivalent required.
One (1) to two (2) years of experience in emergency dispatch, call center operations, or a related field required.
Ability to work effectively in high-stress environments and make quick, sound decisions.
Strong verbal and written communication skills.
Ability to remain calm, composed, and professional during emergency situations.
Strong problem-solving and critical-thinking abilities.
Attention to detail and accuracy in documentation.
Ability to collaborate effectively with multiple departments.

Nice To Haves

Experience in a healthcare or hospital environment.
Knowledge of medical terminology.
Familiarity with Plain Language emergency codes and local emergency procedures.
Experience using emergency communication systems, including radios, alarm panels, and dispatch software.

Responsibilities

Emergency Call Management
Answer and triage all emergency and non-emergency calls promptly and efficiently.
Assess situations and determine the appropriate response based on established protocols.
Provide clear, concise instructions to callers during emergency situations.
Dispatch & Coordination
Dispatch emergency response teams, including security, medical, and maintenance personnel.
Coordinate communication between departments to ensure timely and effective response.
Monitor alarms and emergency systems to ensure immediate action in critical situations.
Communication & Systems Operation
Operate communication equipment, including phones, radios, pagers, and computerized dispatch systems.
Maintain clear and effective communication with hospital staff during emergencies.
Ensure accurate and timely information exchange across all involved parties.
Documentation & Reporting
Document all emergency and non-emergency calls, including actions taken and outcomes.
Maintain accurate records for reporting, compliance, and quality assurance purposes.
Ensure attention to detail and accuracy in all documentation.
Safety & Compliance
Follow Emory Healthcare emergency protocols and procedures at all times.
Support patient safety by responding appropriately to high-risk and life-threatening situations.
Participate in ongoing training and cross-training to maintain readiness and compliance.
Additional Responsibilities
Perform other duties as assigned to support emergency operations and organizational needs.