Night Shift Emergency Communications Dispatcher

Virginia Commonwealth University Health; Richmond (VA); Hybrid; USD 22,000 - 33,000; Full time

Job summary

Virginia Commonwealth University Health in Richmond, VA seeks a Communications Call Center Rep II to dispatch emergency response teams, handle after-hours clinic calls, and page on-call physicians. You will provide general information to patients and staff while protecting HIPAA.

Role requires high-volume call handling in a fast-paced setting, with rotating weekends/holidays and accuracy in Epic/Spok systems. Collaboration with a multidisciplinary team is essential.

Qualifications

• Minimum of two years’ experience in customer service or call center.
• Typing 45+ words per minute or higher.
• Experience with scheduling systems and medical terminology is preferred.
• Training as Emergency Medical Dispatcher (EMD) is a plus.
• Emergency Medical Technician (EMT) training is preferred.

Responsibilities

• Emergency Communications: dispatch emergency response teams per policies and on-call plans; practice safety first.
• Answering Service: provide after-hours support, confirm/cancel appointments in Epic, page on-call physicians, provide clinic information.
• Telepage Services: page physicians and adjust on-call schedules using Spok systems.
• General Information: assist patients and staff, route calls, update contact info, and protect HIPAA data.
• Service Response Center Back Up: generate tickets for SRC and communicate with teams to minimize delays.
• Knowledge of VCU Health: share information about facilities and services; update application data as needed.
• Teamwork & Flex Hours: rotate holidays/weekends; flexible to ensure patient safety and continuous coverage.
• Miscellaneous Responsibilities: perform other duties, mentor new staff.

Skills

Customer service

Call center

Emergency communications

Multitasking

HIPAA knowledge

Education

High School Diploma or equivalent

EMD training

EMT training

Tools

Epic scheduling system

Spok Smart Console

Spok Smart Center Oracle Database

Job description

Virginia Commonwealth University Health in Richmond, VA seeks a Communications Call Center Rep II to dispatch emergency response teams, handle after-hours clinic calls, and page on-call physicians. You will provide general information to patients and staff while protecting HIPAA.

Role requires high-volume call handling in a fast-paced setting, with rotating weekends/holidays and accuracy in Epic/Spok systems. Collaboration with a multidisciplinary team is essential.