911 Operator

UT Health East Texas is seeking a calm, detail-oriented 911 Operator to answer and triage emergency and non-emergency calls supporting our regional health system. In this vital role, you will gather critical information, provide pre-arrival instructions, and coordinate EMS and hospital responses using computer-aided dispatch and radio systems. You'll work in a collaborative, patient-centered environment that emphasizes safety, compassion, and teamwork, with robust training, tuition support, and growth opportunities in emergency communications and healthcare support.

Responsibilities

• Answer and prioritize 911 emergency and non-emergency calls for UT Health East Texas facilities and surrounding communities
• Gather critical information quickly and accurately to determine the nature and severity of incidents
• Provide pre-arrival instructions using approved medical and safety protocols until responders arrive
• Dispatch and coordinate EMS, hospital, and appropriate public safety resources using computer-aided dispatch systems
• Maintain clear, concise, and accurate call and incident documentation in real time
• Monitor radio traffic and status of units, updating locations, priorities, and resource needs
• Follow established policies, procedures, and regulatory requirements for confidentiality, safety, and quality
• Collaborate with clinical, security, and emergency management teams during critical incidents and disasters
• Participate in ongoing training, quality reviews, and performance improvement initiatives
• Support a compassionate, calm, and professional experience for patients, families, and community callers under stress

Required Skills

• Emergency call handling
• Computer-aided dispatch (CAD) systems
• Radio communication procedures
• Medical and safety pre-arrival instructions
• Typing and data entry accuracy
• Multitasking in high-stress environments
• Customer service in crisis situations
• Knowledge of emergency protocols and regulations
• Critical thinking and rapid decision-making
• Confidentiality and HIPAA awareness