Hospital Telephone Operator
Job Summary This temporary role is scheduled for a 6 month duration.
Operator Services is an integral part of the Medical Center. The Operator Services Unit is the "front door" into the Medical Center and School of Medicine for both the community and those throughout the world seeking information indigenous to the UCSF Medical Center. Operator Services staff answers both internal and external calls for the Medical Center and School of medicine, providing detailed information from everything ranging from staff listings to studies being held within the graduate schools. Operator Services also provides patient information after hours.
In addition, several emergency procedures initiated throughout the medical center are executed from within the Operator Services Unit. The nature of these procedures is comparable to those of a 911 operator in many respects (i.e. ACUTE MI, Facilities Mobilization, Bomb Threats, and Operation Triage etc.). Each of these procedures is directly linked to the welfare and safety of both patients and staff.
The telephone operator must have the ability to act independently in the absence of a supervisor or manager as well as be proactive in accomplishing tasks that relate to patient safety. The telephone operator must have the analytical skills to provide assistance in a wide variety of areas relating to the various aspects of the Medical Center and School of Medicine.
DUTIES & ESSENTIAL JOB FUNCTIONS
- Answers all incoming calls in polite, helpful and professional manner.
- Operates Siemens PBX Console, Northern Telecom Console, AMCOM, Smartweb Database
- Provides patient information on room location and telephone number and extends calls to patient rooms or appropriate nursing station.
- Provides caller assistance with regard to location and telephone number for UCSF Campus and Medical Center locations.
- Provides local and long-distance call placement for in-house staff; connects callers to appropriate external operators.
- Answers emergent telephone lines (acute MI, needlestick, code phones, etc.)
- Answers in-house page requests.
- Pages as requested using guidelines and protocols of digital and overhead pages.
- Provides on-call services on a 24/7 basis for over 65 specialties for both inpatient and outpatient areas.
- Performs alpha-numeric paging for ACUTE MI calls.
- Responds to the emergency situations according to protocol. These include bomb threats and disaster declarations.
- Maintains current listing of physicians, which includes department information, physician information including telephone and pager numbers through data entry into the AMCOM database as well as other custom applications.
- Maintains accurate logs for incident reports and trouble logs as required.
- Submits data entry corrections via custom applications to the data system administrator or evening shift to insure correct and current information is contained in the operator database.
- Special projects assigned by the Supervisor or Manager that are within the incumbent's classification.
- Performed by the Evening and Night Personnel: Serves as primary data entry staff to extract and input data into several custom applications.
- Provides updates to database for resident rotations
- Data Entry function will be performed
- Evening and Night Personnel Additional Duties for UCSF operators
- Custom application updates for Parnassus or Mt. Zion which include departmental name and telephone number lists, which are provided as new or updated information.
- Performs changes to existing information as noted by Operator Staff or Management.
- Input on-call information as soon as it is supplied by the Medical Center and Campus Departments. This will include rotation information and timely notification of missing call information to supervisory staff.
- Other administrative duties as directed.
The final salary and offer components are subject to additional approvals based on UC policy.
To see the salary range for this position (we recommend that you make a note of the job code and use that to look up): TCS Non-Academic Titles Search (https://tcs.ucop.edu/non-academic-titles)
Please note: An offer will take into consideration the experience of the final candidate AND the current salary level of individuals working at UCSF in a similar role.
For roles covered by a bargaining unit agreement, there will be specific rules about where a new hire would be placed on the range.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.htmlDepartment Description UCSF's Temporary Employment Program (TEP) recruits and hires temporary employees for immediate clerical and technical support services to UCSF Departments and various off-campus locations. UCSF departments deploy temporary employees to work on special projects, fill in for regular employees who are on vacation or leave, or to temporarily fill a vacant position during recruitment. Frequently temporary employees become successful candidates for career and limited appointment positions. Required Qualifications
- High School graduation or equivalent.
- Excellent verbal and interpersonal communications skills.
- Good written communication skills.
- Proficient computer skills required. (Word, excel, PowerPoint, navigate software for documentation/can train, etc.)
- Experience in monitoring critical/emergency phone lines, alarms, and coordinating emergent response.
- This position requires flexibility to orient and work at all UCSF Health locations.
- 1 year answering public facing telephones in high volume, critical information environment
Preferred Qualifications
- Post-secondary education preferred
- 1 year of previous work experience in a medical facility
- 1 year of call center experience in the healthcare field
- Ability to work in a high pressure, high volume department with individuals who are in crisis.
- Fluent in a secondary language
- Medical Terminology certification or experience
About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 004723 BLANK AST 2 Job Category Administrative Support, Professional (Non-Clinical), Temporary Employment Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Employee Class Temporary Employment Location San Francisco, CA Shift Days, Evenings, Nights, Weekends, Variable |
University of California - San Francisco Campus and Health
Feb 21, 2025