Job Description
Job Description
Job Title: Call Center Specialist
Duration: 12 Month
Location: Palo Alto, CA, US, 94306
Job Description:
We are seeking an experienced Call Center Specialist to support a fast-paced healthcare facilities operations team. This position will be responsible for handling incoming calls, triaging emergency and non-emergency requests, dispatching appropriate personnel, monitoring communications, and maintaining accurate incident and work-order information.
The ideal candidate is calm under pressure, highly organized, detail-oriented, and able to quickly assess situations and communicate critical information accurately. This role requires strong judgment, excellent communication skills, and the ability to manage multiple priorities in a time-sensitive environment.
Key Responsibilities
- Answer and triage incoming calls promptly and professionally.
- Prioritize emergency and non-emergency requests and dispatch appropriate personnel.
- Gather accurate caller information and communicate details to responders.
- Monitor radio traffic and personnel status during emergency situations.
- Monitor Enterprise Asset Management System (EAMS) and dispatch resources.
- Enter and maintain accurate incident reports, work orders, and log notes.
- Prepare daily/weekly reports using Microsoft Word and Excel.
- Brief incoming shift personnel on relevant information.
- Coordinate with Facilities, Security, supervisors, and other departments.
- Follow established procedures, policies, and regulatory requirements.
Required Qualifications
- High School Diploma/GED.
- 4–6 years of progressively responsible, related experience.
- Strong communication, organization, and problem-solving skills.
- Ability to remain calm and courteous under pressure.
- Experience handling and accurately documenting emergency calls.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Computer proficiency and experience with EAMS or similar systems.
- Ability to work independently and meet deadlines.
Preferred
- Healthcare/hospital, facilities, security, or emergency dispatch experience.
- Experience with work-order, dispatch, or enterprise asset management systems.