Emergency Communications Center

Job Description:
The Emergency Communications Specialist is an essential member of the Communications Center team, which operates 24 hours a day and seven days a week. The Communications Center provides a critical service to Intermountain Healthcare facilities through centralized coordination of communications services. As the first point of contact for in-facility 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.
Pay Range $17.29 - $21.50

• Provides a centralized 24-hour warning point service (private 911 operator) for covered facilities experiencing medical, facility, security, or weather-related emergency events.
• Answers, documents, and dispatches all incoming emergency line calls according to established protocols.
• Thoroughly and accurately document all calls. 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.
• Maintains a professional demeanor and adheres to established dispatch protocols.
• Monitor alarm systems (Fire alarms, infant abduction systems, nurse call systems, etc.) and respond accordingly per established protocols.
• Monitor video surveillance systems from multiple facilities. Report any suspicious activity to security. Assist security in monitoring active incidents
• Report any detected irregularities from monitored systems to the appropriate personnel per established protocols.
• Monitors for and triages reports of potential hazards that may impact facility operations and reports to the
• Administrator on call (AOC), Hospital Supervisor, or Emergency Management Duty Officer(s).
• Accurately access systems to locate patients, associates, and providers to route callers or relayed information to the correct destination.
• Respond to after-hours calls for covered practices and page staff and providers as needed and per established procedures.
• Clearly and correctly conduct overhead page announcements per established protocols.
• Assist with managing on-call schedules and entering call lists into appropriate systems for covered business units.
• 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.

Education
Required:

• High School Diploma or GED

Preferred

• Previous emergency call taker training
• Previous coursework in Medical Terminology
• Bachelor's degree in a related discipline

Certification
Required:
None
Registration License
Preferred: Entry-level healthcare certifications (First Aid, CNA, EMT, etc.)
Experience
Required:

• Minimum of two (2) years of experience working as a telephone operator, receptionist, or previous work in a professional business environment

Preferred

• Previous experience working in a healthcare environment.
• Previous experience answering emergency calls for assistance.

Knowledge and Skills Abilities:
Required:

• Strong technology proficiency, particularly in office & call center software applications (Microsoft Windows, Microsoft Office, Google Suite Applications, Everbridge Genesys), and computer & phone system hardware
• Ability to type a minimum of 35 wpm
• Excellent English language communication skills (written and verbal)
• Clear and effective phone skills
• Ability to work as part of a team
• Excellent customer service aptitude
• Ability to multi-task and remain organized
• Ability to stay calm under pressure
• Strong critical thinking skills
• Ability to work shift work (including evenings, weekends and holidays with occasional mandatory overtime)
• Recognize and report system problems, errors, or unexpected events in a timely fashion.
• Recognize the need to escalate calls to supervisors when outside of established protocols.
• Prepare written reports as needed.
• Monitor multiple streams of information simultaneously and prioritize response actions.
• Provide excellent customer service.
• Respond to all incoming calls positively and effectively per established protocols

Preferred:

• Proficiency in Spanish speaking (verbal)
• Speaking proficiency in other languages (beyond English & Spanish)

Physical Demands Work Environment:
While performing the duties of this position, individuals may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 lbs. Will use a standard range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis, and formulation
Physical Requirements:

• Interact with others by effectively communicating, both orally and in writing.
• Operate computers and other office equipment requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
• May require lifting and transporting objects and office supplies, bending, kneeling and reaching.

Anticipated job posting close date:
12/12/2023
Location:
Good Samaritan Medical Center
Work City:
Lafayette
Work State:
Colorado
Scheduled Weekly Hours:
20
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$16.24 - $21.92
We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous 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.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers, and for our Colorado, Montana, and Kansas based caregivers; and our commitment to diversity, equity, and inclusion.
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.