Medic I

Call Center Medic I

Divers Alert Network (DAN) is a nonprofit organization dedicated to promoting the health and safety of scuba divers worldwide. DAN Medical Services supports divers, members, healthcare professionals, and others seeking information and assistance related to diving, travel, and associated medical concerns. The Medic I responds to medical inquiries by telephone and electronic communication, gathers relevant clinical and situational information, provides evidence-based educational resources within established protocols, and helps coordinate appropriate medical assistance. This position requires strong emergency medicine triage skills, general clinical knowledge, and clear communication abilities. Applicants must also demonstrate sound judgment, accurate documentation, and the ability to work effectively as part of a team in a 24/7/365 medical call center. New employees complete an approximately two-month initial on-site training program covering diving medicine, department operations, case management, documentation, and established clinical consultation pathways. Prior diving medicine experience is not required.

Responsibilities:

• Respond to medical inquiries through telephone and electronic communication channels with professionalism, empathy, and an emphasis on excellent service.
• Gather relevant medical histories, symptoms, and situational information to support medical assessments and recommendations.
• Provide accurate, evidence-based medical information and educational resources within established protocols and scope of responsibility.
• Identify urgent or complex medical situations requiring additional clinical evaluation or intervention and consult designated medical professionals as appropriate.
• Coordinate medical assistance with healthcare providers, emergency services, assistance partners, and internal departments.
• Facilitate multiple care aspects (case coordination, information sharing, etc.); interact with members to monitor their progress and ensure satisfaction.
• Maintain accurate, timely, and professional case documentation while protecting confidential information.
• Participate in continuing education, competency development, and quality improvement initiatives.
• Adhere to departmental procedures, documentation standards, and operational guidelines.
• Collaborate with colleagues to promote effective communication, share educational resources, and support departmental operations and initiatives.
• Contribute to medical education, research, outreach, or public-facing educational activities as assigned and operationally feasible.

Work Schedule:

DAN Medical Services operates 24 hours a day, seven days a week, including holidays. Consistent scheduling is prioritized, although adjustments may be required to maintain operational coverage.

• The typical weekday schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with a 30-minute lunch break.
• Weekend coverage may include a Saturday shift and a Sunday shift, each approximately once every five weeks, generally 9:00 a.m. to 5:00 p.m.; the precise rotation may change with staffing needs.
• Tiered, rotating on-call backup coverage assigned in connection with weekend coverage.
• Shift exchanges may be arranged by mutual agreement with colleagues, subject to required coverage and departmental approval.
• During the approximately two-month initial training period, the employee generally works on-site Monday through Friday, 8:30 a.m. to 5:00 p.m., without routine weekend on-call assignments.
• Following successful completion of training and demonstration of required competencies, employees may be considered for hybrid work, depending on operational needs and management approval.

Education and Training:

• Advanced Emergency Medical Technician (AEMT) certification or equivalent medical training and experience required.
• Demonstrated knowledge of patient assessment, medical terminology, basic pathophysiology, and emergency medical care required.
• Experience in an emergency, clinical, or other patient-care setting preferred; equivalent backgrounds will be evaluated based on relevant training, responsibilities, and demonstrated competencies.
• Paramedic, registered nurse, or other advanced medical qualification preferred.
• College-level education in a healthcare-related field preferred.

Desired Skills and Experience:

• Excellent written and verbal communication, including the ability to explain complex medical topics to nonmedical audiences.
• Strong clinical reasoning, problem-solving skills, and recognition of situations requiring physician consultation.
• Customer service, medical call center, telephone triage, or care coordination experience, with a demonstrated ability to communicate with empathy, compassion, and professionalism.
• Proficiency with common computer applications, multitasking, and electronic case documentation.
• Diving, dive medicine, hyperbaric medicine, austere medicine or travel medicine knowledge preferred but not required.
• SCUBA diving certification desirable; introductory SCUBA training may be included for qualified employees who are not yet certified.
• Proficiency in additional languages beneficial to international operations is desirable.

Benefits:

• Medical, dental, and vision coverage, with eligible dependent coverage options.
• 401(k) retirement plan with applicable employer contributions and matching.
• Life insurance and optional supplemental coverage.
• Paid vacation, sick leave, and recognized holidays.
• Flexible spending and health savings account options, where eligible.
• Opportunities for professional development, continuing education, and tuition support, where approved.
• Relocation assistance, where authorized.
• SCUBA training, DAN membership, and dive accident insurance benefits, where applicable.
• Professional dive leadership membership dues and liability coverage, where eligible.

Additional Position Information:

• Job type: Full-time.
• Work location: Durham, North Carolina, with on-site required during initial training, hybrid eligibility upon completion
• Applicants must be able to commute reliably or relocate before beginning on-site employment.
• Hybrid arrangements, scheduling, and benefits are governed by DAN policy and operational requirements