Hospital Communications Specialist

JOB SUMMARY

The Hospital Communications Specialist plays a critical role in the hospital’s operational and emergency communications. This position is responsible for managing complex internal and external communication systems, activating emergency codes, supporting hospital security and clinical teams, coordinating critical alerts, and maintaining situational awareness across departments to ensure patient, staff, and facility safety.

This role requires quick decision-making in time-sensitive situations, strong multitasking skills, technical proficiency with emergency communication systems, and a commitment to professional, high-quality customer service.

JOB REQUIREMENTS

Minimum Education

§  High school diploma or equivalent required; Associate’s degree preferred.

§  Emergency Telecommunicator Certification (ETC): Must be obtained within 6–12 months of hire.

§  Certified Customer Service Professional (CCEP) Certification: Must be obtained within 12 months of hire.

Ongoing continuing education and annual competencies may also be required.

Minimum Work Experience

§  1–2 years of experience in a hospital, public safety, dispatch center, or high-volume communications environment preferred.

§  Willingness to work varied shifts, including nights, weekends, and holidays. 

Required Skills

§  Excellent verbal communication, multitasking, and critical-thinking skills.

§  Strong computer and technical skills; proficiency with VOIP systems, paging systems, alarm systems, and basic Microsoft Office applications.

§  Ability to remain calm and efficient under pressure during emergencies.

FUNCTIONAL DEMANDS

Physical Requirements

Sitting - Greater than 32%

Walking - 1-15%

Standing -1-15%

Bending/Squatting - 1-15%

Climbing/Kneeling - 1-15%

Twisting - 1-15%

OSHA Category

Minimal Potential for Direct Body Fluid Exposure

Visual and Hearing Requirements

Must be able to hear clearly with assistance.

Must be able to see with corrective eyewear.

Color vision ability required.

Other Physical/Environmental Demands

Lifting - 0-50lbs, 50lbs or more with assistance

Carrying - 0-50lbs, 50lbs or more with assistance

Pulling - up to 100lbs 

Pushing - up to 100lbs

LEADERSHIP CAPABILITIES

Supports the hospital Mission, Service and Values.

ESSENTIAL FUNCTIONS

Emergency Communications:

§  Receive, prioritize, and relay emergency and non-emergency calls.

 

§  Activate internal emergency codes (e.g., Code Blue, Code Silver) and coordinate hospital-wide responses.

 

§  Contact and coordinate with external emergency services (911 dispatch, police, fire, EMS).

 

§  Monitor and respond to security radio traffic, panic alarms, helipad activity, and CCTV surveillance feeds.

 

§  Support monthly testing and maintenance of hospital panic alarm systems.

Security Coordination:

§  Serve as the communications hub for the hospital security team.

 

§  Maintain detailed incident and security activity logs.

 

§  Monitor multiple alarm systems and surveillance monitors.

 

§  Document security rounds and event reports in a dispatch-tracking system.

Operational Communications:

§  Manage and prioritize multiple dedicated phone lines and internal call trees.

 

§  Operate VOIP phone systems and overhead paging systems.

 

§  Route internal and external calls with accuracy and efficiency.

 

§  Provide real-time updates to hospital departments during critical situations.

Customer Service:

§  Deliver exceptional service to patients, families, visitors, and staff during routine and emergency interactions.

 

§  Resolve communication issues or escalate appropriately.

Work Environment:

§  Fast-paced hospital setting.

§  High volume of phone, radio, and alarm traffic.

§  Moderate to high-stress levels, particularly during emergency events.

§  Frequent multitasking and decision-making under time constraints.

§  Ability to sit for extended periods.

§  Manual dexterity for phone and computer use.

§  Visual acuity to monitor multiple screens and alarm systems.