Patient Access Emergency Operator

Overview

Be inspired. Be valued. Belong. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

Shift:   Sun 11A-11P, Mon 6P-3A, Tue 6P-3A, and Sat 11A-11P 

Description

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.

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.

MINIMUM QUALIFICATIONS

Education

High school diploma or equivalent required.

Experience

• One (1) to two (2) years of experience in emergency dispatch, call center operations, or a related field required.

Knowledge, Skills, and Abilities

• 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.

Preferred Qualifications

• 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.

Additional Requirements

• Active participation in ongoing training and cross-training to support operational needs and maintain high performance standards.

Work Schedule

• 24/7/365 operation requiring flexibility to work various shifts, including nights, weekends, and holidays.

PHYSICAL REQUIREMENTS: (Medium/Max 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock , Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.