Specialist, IT Technology

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

IT Specialist, Communications Center

The Communications Center IT Specialist is responsible for answering all calls, emergency and medical code calls facilitating communications and team dispatch throughout the hospital system using multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community. This position is also responsible for monitoring and responding to facility, clinical and safety alarms.

Duties and Responsibilities of this Level

IT Specialist

• Answer/dispatch emergency calls in a large university and medical center setting on a multi-line system

• Perform emergency medical/safety dispatch and crisis intervention services

• Monitor and respond to clinical, facility and safety alarms

• Determine and assign the appropriate priority to the call for phone, pager and overhead dispatch purposes

• Research Spok database to accurately determine how to assist the caller (type of code, appropriate location, paging details, follow-up etc.)

• Ensure quality results by adhering to procedures; recommend improvements to procedures

• Provide exceptional customer service and maintain confidentiality

• Must have the ability to talk and type simultaneously while gathering critical and accurate information from caller

• Exceptional multi-tasking capabilities and skills to work under pressure

• Strong competence with computers, basic knowledge of health care and medical terminology are essential

• Excellent communication skills (good listening skills and clear diction) while maintaining professional speaking voice under pressure

• Participate in a schedule rotation to ensure 24x7x365 support

SOFT SKILLS:

• Exceptional customer service skills

• Excellent time-management and organizational skills

• Strong verbal and written communication skills

• Ability to work as part of a team in a fast-paced, stressful environment

• Self-motivated and goal-oriented

• Ability to work under minimal supervision

• A patient-focused empathetic attitude

• Maintain a positive attitude and professional demeanor

• Ability to work in a team environment

Required Qualifications at this Level

Education:

Associates degree in a related field, or two years of equivalent technical or Call Center or Customer Service experience required.

Experience:  Two years of equivalent technical or

Call Center or Customer Service experience required.

One year of Spok application experience

One year of emergency call dispatch experience

Degrees,

Licensure, and/or

Certification:

Must have a current N.C. driver's license

Duke is an Affirmative Action/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, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob 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.

Nearest Major Market: Durham

Nearest Secondary Market: Raleigh