IT Specialist Communication Center

DUTIES AND RESPONSIBILITIES

• Answer and dispatch emergency and routine calls in a dynamic university and medical center environment using a multi-line communication system.
• Deliver emergency medical, safety dispatch, and crisis intervention services, responding efficiently in high-pressure situations.
• Monitor and respond to clinical, facility, and safety alarms to maintain a secure environment for patients and staff.
• Quickly determine and assign the appropriate call priority for phone, pager, and overhead dispatch communication needs.
• Utilize the Spok database to research and accurately support callers, including determining code types, locations, paging details, and necessary follow-up actions.
• Adhere to established procedures to ensure quality and consistency in communications; participate in the review and improvement of operational protocols.
• Maintain strict confidentiality and provide exceptional customer service to internal and external stakeholders.
• Demonstrate the ability to talk and type simultaneously, capturing critical and precise information from callers during urgent or stressful events.
• Exhibit advanced multi-tasking skills and composure under pressure, managing several communications streams concurrently.
• Show strong computer proficiency and a foundational understanding of healthcare and medical terminology essential for effective service delivery.
• Display excellent communication abilities, including active listening and clear, professional diction, particularly while operating under stress.
• Participate in a schedule rotation to ensure 24/7/365 communication center support.
• Train new staff.
• QA Calls for the Communication Center team.

• Exceptional customer service orientation, with a patient-centric and empathetic approach.
• Excellent time-management, organizational, and prioritization abilities.
• Strong written and verbal communication skills, able to convey information clearly and concisely.
• Demonstrated ability to function effectively both independently and as part of a team in a fast-paced, high-stress environment.
• Self-motivated and goal-oriented, driven to deliver high-quality outcomes with minimal supervision.
• Patience, resilience, and an unwavering commitment to a positive, professional demeanor even.

• Education: An associate's degree in a related field, or four years of equivalent IT technical, Call Center, or Customer Service experience is required.
• Experience: 4 years of equivalent technical or Call Center or Customer Service experience required; one year of Spok application experience; two years of emergency call dispatch experience.
• Degrees, Licensure, and/or Certification: Must have a current N.C. driver's license.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.