Location: Grady Call Center (Atlanta, GA)
Schedule: Full-time (40 hours a week) and/or Part-time (Up to 20 hours/week) Monday through Friday, Coverage needed between 7:00 AM – 11:00 PM
Compensation: $35/hour

WHO WE ARE

RightSite Health (RSH) is redefining emergency response by helping 911 callers get the care they need safely, quickly, and without unnecessary trips to the ER. We pair emergency physicians, RNs, and trained clinical support staff to deliver real time virtual care and keep patients out of overcrowded EDs whenever possible. We partner directly with EMS agencies and hospital systems, including Grady EMS, to improve patient outcomes and optimize system performance.

ABOUT THE ROLE

The Grady In-House RightSite Liaison is an embedded extension of the RightSite Care Team working on site within Grady’s communications center. This role serves as a real time connector between Grady personnel and the RightSite Care Team, ensuring consistent redirection opportunities, strengthening workflows, and maintaining high quality communication.

This position is ideal for someone who is confident, relationship-oriented, and able to be a connector between RSH and Grady. This is a part time, on-site role offering predictable weekly hours with flexibility across the 7 AM to 11 PM window.

Real-Time Operations

• Serve as the on-site RSH representative supporting Grady call-takers and supervisors.
• Monitor call activity and identify cases appropriate for RightSite diversion.
• Facilitate warm handoffs to RightSite physicians and navigators.
• Support call-takers with understanding inclusion/exclusion criteria.
  

Relationship Building & Engagement

• Build strong rapport with Grady dispatchers, supervisors, and field providers.
• Act as the day to day point of contact for questions, workflow clarification, and support.
• Help stabilize call volume by reducing uncertainty and reinforcing consistent workflow use.
  

Documentation & Reporting

• Document on-site observations, interactions, issues, and wins in RightSite systems.
• Escalate operational concerns to leadership with clear context and recommendations.
• Provide insight into patterns, challenges, and opportunities to refine workflows.
• Support partner engagement reporting and ADKAR alignment.
  

Training & Support

• Identify knowledge gaps and partner with training leaders to address them.
• Ensure Grady teams are aware of all RightSite support services.

WHAT SUCCESS LOOKS LIKE

• Increased and stable redirection volume from Grady.
• Strong on the ground relationships resulting in smoother communication.
• Fewer missed redirection opportunities or criteria misunderstandings.
• High confidence from Grady call takers in when/how to use RightSite.
• Consistent feedback loops back to the Care Team, Account Management, and RSH leadership.

Required Skills & Qualifications

• 3+ years of experience as a paramedic in a high volume 911 system.
• Exceptional communication and relationship building skills.
• Ability to operate independently and confidently within a partner environment.
• Strong problem-solving abilities and calmness under pressure.
• Excellent documentation habits and attention to detail.
• Flexibility to work within a wide coverage window (7 AM through11 PM).
• Experience working within the Grady 911 system or familiarity with Georgia EMS operations (preferred)
• Strong understanding of emergency care pathways and alternative destination workflows (preferred)
• Prior liaison or partner facing role experience (preferred)
  
  When a RightSite advocate is physically present inside Grady’s Dispatch, diversion volume increases and operational variability decreases. This role is essential in strengthening our presence, supporting our partners, and ensuring a predictable, high quality experience for Grady and the patients we collectively serve.

We hire extraordinary employees who thrive in an environment based on our 6 Guiding Values. Benefits of

working with us include:

• Competitive compensation

• Market-competitive healthcare coverage, including medical, dental, vision, life, and disability (IF FULL TIME)

• The opportunity to work alongside talented and professional colleagues with the ability to grow

OUR GUIDING VALUES

At RightSite Health, we do more than profess our values. We practice them through an agreed-upon and

shared set of behaviors that make up our DNA. We are clear about what is important to us, and we take care

that our intentions, words, thoughts, and behaviors align with those values.

Teamwork: We have the courage to ask for help and fearlessly share information with team members.

We are driven to help each other and share in the wins and losses.

Integrity: We are respectful, genuine, and openly hear and speak the truth. We are confident in our own

abilities, but we think of others first.

Customer Focus: We deliver value and treat our customers with the same care, compassion, and

empathy we would expect ourselves. We are committed to improving the lives of our customers, their

customers, and each other.

Tenacity: We recognize ambiguity and discomfort are part of success, and approach change with

positivity. We accept adversity, overcome obstacles, and never give up.

Ownership: We take personal accountability for our actions and results and focus on solving the

problem instead of assigning blame. We are free to place bets and embrace failure for its feedback and

experiences.

Critical Thinking: We start with why, listen carefully and investigate thoroughly before drawing

conclusions. We think slow, not fast, in search of elegant and simple solutions.