Call Center Medic

Job Description

DAN Medical Services Medic (DAN Medic I)

FLSA Status: Exempt, Full-Time

Department: Medical Services

Primary Worksite: Divers Alert Network (DAN), 6 West Colony Place, Durham, NC 27705

Work Location: Primarily on-site with limited scheduled remote shifts

Supervisory Responsibilities: None

Reports To: Vice President of Medical Services

Applicants must be fully authorized to work in the United States

POSITION OVERVIEW

Divers Alert Network (DAN) is a global nonprofit organization dedicated to the health and safety of scuba divers worldwide. We are seeking an experienced Paramedic-level medical professional to join our Medical Services team as a DAN Medic.

This role is designed for clinicians who exercise independent professional judgment, apply advanced medical knowledge, and contribute meaningfully to public health education, operational improvement, and medical knowledge dissemination within a highly specialized domain: diving and hyperbaric medicine.

DAN Medics provide evidence-based dive health and safety guidance to divers, families, instructors, operators, and healthcare professionals through phone and electronic communications, operating within established medical protocols while exercising discretion appropriate to advanced clinical training.

A structured two-month, on-the-job training program supports the transition into dive medicine and DAN-specific operational systems.

WORK ENVIRONMENT

The DAN Medical Services is a professional, semi-open office located on the second floor of DAN’s headquarters. Each Medic is assigned a private workstation (~90 sq. ft.) equipped with:

• Sit/stand ergonomic desk
• High-back ergonomic chair
• Dual large monitors
• Dedicated AI powered phone system with advanced noise-canceling headset

The environment supports focused clinical work, collaboration, and confidential communication.

CORE RESPONSIBILITIES (Primary Duties)

• Apply advanced paramedic-level medical knowledge to provide accurate, evidence-based dive health and safety guidance within established DAN protocols.
• Exercise professional judgment and discretion when assessing dive-related medical inquiries and determining appropriate educational guidance and escalation pathways.
• Communicate clearly, compassionately, and professionally with laypersons, dive professionals, and healthcare providers.
• Maintain thorough, accurate documentation of all client interactions in accordance with DAN standards; calls are recorded for quality and training purposes.
• Collaborate closely with Medical Services leadership and colleagues to ensure consistent, high-quality medical guidance.
• Maintain current knowledge of dive medicine, hyperbaric medicine, and related evidence through ongoing education and internal collaboration.
• Identify trends, risks, and opportunities for improving service quality, efficiency, and educational outreach.
• Participate, when invited, in professional outreach activities such as lectures, conferences, publications, or industry events representing DAN.

DEVELOPMENTAL & CONTRIBUTORY RESPONSIBILITIES (Secondary Duties)

• Contribute to the collection, synthesis, and review of dive medicine–related educational or operational materials.
• Support internal quality improvement initiatives and protocol refinement.
• Serve as a subject-matter contributor for DAN educational or research initiatives, as appropriate to experience and interest.

Participation in these activities is based on organizational needs, professional readiness, and leadership invitation.

WORK SCHEDULE

DAN Medical Services operates 24/7/365 to support divers worldwide.

The typical DAN Medic schedule includes:

• Five (5) weekday shifts, primarily on-site, from 8:30 a.m. to 5:00 p.m., including a 30-minute lunch break.
• One (1) Saturday remote shift (9:00 a.m. – 5:00 p.m.) approximately every five weeks.
• One (1) Sunday remote shift (9:00 a.m. – 5:00 p.m.) approximately every five weeks.
• One (1) rotating on-call backup assignment aligned with the same weekend rotation.

During the initial training period, schedules are limited to Monday–Friday, on-site, with no weekend or on-call duties.

Shift swaps are permitted by mutual agreement among qualified colleagues and subject to operational needs.

REQUIRED QUALIFICATIONS

• Licensed Paramedic (EMT-P) – required
• Minimum three (3) years of professional paramedic experience
• Demonstrated ability to exercise independent clinical judgment
• Strong verbal and written medical communication skills
• Intermediate computer proficiency and ability to learn specialized systems
• Professional demeanor and strong customer-service orientation

PREFERRED QUALIFICATIONS

• College-level education (Associate’s or Bachelor’s degree preferred)
• Prior experience in medical call centers, triage, or consultation roles
• Knowledge of dive medicine or hyperbaric medicine
• Recreational or professional SCUBA diving certification
• Proficiency in languages other than English

Applicants without SCUBA certification must be willing and able to obtain certification within 6–9 months of employment as part of training.

PROFESSIONAL GROWTH OPPORTUNITIES

DAN Medics may pursue development pathways including:

• Medic II and Medic III roles
• Medical education and outreach
• Quality assurance and protocol development
• Research and publication support

Advancement depends on performance, organizational needs, and professional interest.

BENEFITS

• Comprehensive health insurance (medical, dental, vision)
• 401(k) with company safe-harbor and matching contributions
• Life insurance with optional supplemental and family coverage
• Paid time off: vacation, sick leave, and ten paid holidays annually
• Parental leave
• Home internet reimbursement
• Company-provided mobile device and plan
• Relocation assistance
• Entry-level SCUBA training (if needed)
• Annual DAN membership and dive accident insurance
• Professional liability insurance (for dive professionals)
• Training agency membership dues (for dive leaders)
• Tuition reimbursement and professional development assistance

PHYSICAL & PROFESSIONAL REQUIREMENTS

• Ability to work in a clinical office environment for extended periods
• Ability to manage emotionally charged or urgent medical conversations calmly and professionally
• Reliable on-site attendance with flexibility for scheduled remote shifts