Call Center Agent

Description: 100% on site Location: 14 Moore Drive, Durham, NC Shift/Schedule: Friday- Sunday 11:00am-11:30pm potential temp to perm role JOB SUMMARY: The Communications Center Operator II is responsible for answering all emergency and medical code calls and dispatching the appropriate team(s). Knowledge of emergency procedures. grammar, spelling, punctuation, and typing skills. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction while typing. Ability to search dispatch procedures by facility, emergency situation and perform dispatch with 100% accuracy. Responsible for answering emergency medical response calls from the University Health System Community, patients and visitors facilitating emergency response efforts throughout the institution through the use of multiple communication tools and systems. Serve as the Emergency Information Center for staff, physicians and the University Health System Community. RESPONSIBILITIES: Manage emergency calls, alarms systems and information flow in a 24/7 in a large university and medical center setting in 3 emergency queues. Must have prior emergency dispatch experience in a team environment Answer calls on a multi-line system, determine the caller's need, and dispatch appropriate emergency response team and/or transfer the call to the appropriate department. Must research within software database to determine how to assist the caller (type of code, appropriate location, follow-up etc.) Be able to perform multiple tasks simultaneously is critical plus in addition to having excellent communication skills (good listening skills and clear diction) Must have good judgment and decision-making skills (particularly in emergency situations under stress, integrate new information quickly, be self-motivated to find information needed and to work seamlessly across multiple teams. Ability to work under pressure and maintain control of a call to retrieve necessary information, repeat back to the caller to ensure 100% accuracy and translate into paging system Maintain quality results by strickle adhering to standards and guidelines; recommend ideas to improve procedures. The ability to talk and type simultaneously while recording information accurately is necessary Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for phone, pager, and dispatch information via overhead PA system Perform emergency medical dispatch and crisis intervention services Ask vital questions and provide pre-arrival instructions for emergency medical teams and follow-up to ensure the team s arrival Monitor and respond to fire, safety and clinical alarms Ask questions to interpret, analyze and anticipate the caller s situation as to resolve problems, provide information and dispatch emergency services Must be computer literate and have proficient skills in word processing using current version of Windows with excellent typing speed of 40 WPM with 90% accuracy, excellent spelling. Customer service, confidentiality, basic knowledge of health care and medical terminology are essential. Having a clear, professional voice and providing excellent customer service to all customers are key Must also have prior experience answering and routing calls using a multi-line phone or system and must be comfortable using a computer for research/emails and learning new systems. Maintain a positive, professional, and helpful attitude Maintain and update current emergency procedures and paging numbers incorporating changes and new assignments as they occur. Assist the on-duty supervisor during peak times as directed. Perform other related duties incidental to the work described herein. Must be able to work without supervision

Created: 2025-06-05