Communication Specialist - Per Diem - 140883

UC San Diego; San Diego (CA); On-site; USD 55,000 - 67,000; Full time

Job summary

UC San Diego Health in San Diego, CA seeks a Health System Operator to manage three hospitals and multiple outpatient locations, operating a Cisco Call Center phone system, handling a high volume of calls with scripted procedures, providing information, directory and on-call data, and documenting tasks in ServiceNow.

The role requires adaptability to shifting schedules, including nights, weekends and holidays, and involves patient and staff communication, messaging services, EMR in-patient

Qualifications

• Two years of experience in communications/administrative support for a large system.
• Knowledge of multi-line phone systems and features (e.g., call-forwarding, voicemail).
• Excellent customer service and ability to handle a high volume of calls in a large call center.
• Professional interaction with staff and physicians.
• Accurate typing with proper formatting and proofreading skills.
• Strong attention to detail, including data input and internet browsing.
• Ability to adapt to changing priorities in a dynamic environment.

Responsibilities

• Serve as Health System Operator for three hospitals and multiple outpatient locations.
• Operate the Cisco Call Center phone system.
• Process a high volume of calls using departmental scripts and procedures.
• Provide telephone information, directory, and on-call information; manage messaging and EMR in-patient data.
• Document tasks in ServiceNow and troubleshoot issues for customers; create repair tickets.

Skills

Customer service

Call handling

Data entry

Phone systems

Communication

Typing

Tools

Cisco Call Center

MS Office

EPIC

ServiceNow

Job description

Under direction of the Call Center Services Supervisor, independently responsible for serving as the Health System Operator for three hospitals and multiple outpatient satellite locations, operating a Cisco Call Center phone system, processing a high volume of calls in a professional manner using departmental established scripts and procedures. Provides telephone information, directory assistance, and on-call information utilizing supporting materials and databases. Also provides messaging services, departmental listing information, and EMR in-patient information. Monitors, responds to, and processes multiple life critical codes following specific procedures. Accurately documents all tasks performed within area of responsibility, and provides customer service for department, troubleshooting issues with customers, and creating repair tickets in the enterprise ServiceNow database. Independently responsible for daily maintenance of staff/faculty listings to support the web messaging system, the departmental directory listings, and the departmental on-call information listings. Performs other administrative support functions as required. Performs troubleshooting and training of the Cisco phone system.

Must be willing and able to work variable shifts to include nights, weekends, and holidays.

Minimum Qualifications

• Two (2) years of previous related experience in a communications and/or administrative support role for a large, complex system.
• Knowledge of multi-line phone systems and how to use features (i.e. call-forwarding, diverting/canceling diversion calls, voice mail).
• Excellent customer service skills. Ability to communicate clearly and effectively and handle a high volume of calls in a large call center environment.
• Demonstrated ability to interact professionally with staff and physicians in person.
• Proven accurate typing skills with proper knowledge of format, and proven proofreading skills of own work.
• Strong attention to detail, including data input. Knowledge of the internet browsing functions.
• Ability to function effectively in an environment of continuous changing priorities.

Preferred Qualifications

• Knowledge of and experience with Cisco Call Center phone system.
• Knowledge of MS Office (Outlook, Excel, Word), and EPIC.
• Knowledge of Telecommunications terminology.
• General knowledge of the UCSD Health System departments and activities.

Special Conditions

• Must be able to work various hours and locations based on business needs.
• Must be flexible to work days, evenings, nights, weekends, and holidays for staff coverage.
• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: $61,304 - $61,304 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $29.36 - $29.36

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).