Call Center Medic (Click For Full Description)

FLSA: Exempt, Full Time

Entry-level salary: $49,000 – $55,000

Department: DAN Medical Services

Primary Worksite: 6 West Colony Place, Durham, NC

Position location: On-site position

Supervisory Responsibilities: None

Reports to: Director of Medical Services

Applicants must be eligible for U.S. employment

JOB SUMMARY

Work daily in a vibrant and welcoming non-profit company environment with a diverse staff and a culture centered on helping the health and safety of scuba divers worldwide.

Your daily activities will mainly be to provide dive-related health and safety information to laypersons and medical professionals through phone calls and emails to help them better decide on their medically-related diving issues and questions for themselves and their patients.

On your onboarding, you will probably have to study and learn much about diving and diving medicine, but don’t worry; our four-month on-the-job training program is well-designed and paced to help with that.

Our medical call center is a semi-open office space taking half of the building’s 2nd floor, with 90 sqft individual cubicles, all at the south-facing glass wall of the front facade. Employees have seating/standing workstations with ergonomic high-back office chairs, double large computer screens, and phones with state-of-the-art noise-canceling headsets.

RESPONSIBILITIES

• Constantly seek to update your knowledge and collaborate for the team’s collective knowledge.
• Using your EMT experience, always provide the most accurate and evidence-based health information to clients, constantly relaying on the interaction and support from your colleagues and supervisors.
• Help identify opportunities and propose solutions to increase the efficiency of our services.
• Be responsible and on time for all your shifts at the office or from home.
• Thoroughly document all your interactions with clients; all calls are recorded to help you with this.
• Be polite, respectful, knowledgeable, and friendly to everyone, focusing on customer service.
• Be able to participate in on-site and off-site public speaking at medical and diving events, when invited by the company´s leadership.
• Contribute to collecting, compiling, analyzing, and publishing relevant medical information.

WORK SCHEDULE

• The DAN medical services are 24/7/365 and may require schedule adjustments to guarantee it.
• Four weekdays in-office shifts from 8:30 am to 5:00 pm, with a lunch break.
• One weekday on-call shift at home from 5 pm to 11 pm.
• One level of tiered rotated backup coverage to the same on-call shifts described above.
• One Sunday on-call shift at home from 9 am to 11 pm every five weeks.
• During the initial on-the-job training program, the trainee will follow a traditional Mon-Fri 8:30 to 5:00 in-office week.
• The typical schedule of a DAN Medic is currently as follows:
  • Four weekdays in-office shifts from 8:30 am to 5:00 pm, with a lunch break.
  • One weekday on-call shift at home from 5 pm to 11 pm.
  • One Saturday on-call shift at home from 9 am to 11 pm every five weeks.
  • One Sunday on-call shift at home from 9 am to 11 pm every five weeks.
  • One level of tiered rotated backup coverage to the same on-call shifts described above.
• All DAN Medics can freely swap their shifts with their colleagues in mutual agreement.
• One Saturday on-call shift at home from 9 am to 11 pm every five weeks.

EDUCATION AND TRAINING

• Scuba diving certifications are preferred
• A college education is preferred
• Advanced and Paramedic levels are preferred
• An Emergency Medical Technician (EMT) is required
  • Advanced and Paramedic levels are preferred

DESIRED SKILLS AND EXPERIENCE

• Intermediate computer skills and a good ability to learn
• Excellent medical verbal and written communication skills
• Dive medicine knowledge
• Minimum three years of experience as an EMT
• Customer service experience

BENEFITS

• Training agency annual membership fee
• Professional liability insurance
• Home internet reimbursement
• One week a year of paid sick time
• Entry-level SCUBA diving training offered
• Health insurance, including vision and dental (+optional family coverage)
• Relocation assistance offered
• 401K, with a company matching policy
• Dive accident insurance
• For dive leaders:
  • Training agency annual membership fee
  • Professional liability insurance
• Two weeks a year of paid vacation time
• Life Insurance (+optional family coverage)
• Mobile phone plan