Hospital Assistant 3 - Per Diem

UCSF Health; Oakland (CA); Vor Ort; USD 65.000 - 80.000; Vollzeit

Zusammenfassung

UCSF Health is seeking an Operator II to provide 24/7 telephone, paging and emergency communication services for its hospitals and supported services in California. The role focuses on routing calls, dispatching notifications, and connecting callers with on-call providers while maintaining accurate records.

Under supervision, the operator uses current schedules, follows established procedures, and supports after-hours communications with licensed clinicians.

Qualifikationen

• Clear telephone communication and professional writing required.
• Proficiency with computer systems and ability to follow written procedures.
• Ability to prioritize multiple calls, pages and alerts while maintaining confidentiality.
• Minimum one year of telephone customer service or call center experience preferred.
• Experience with hospital terminology, paging systems or after-hours provider communication preferred.
• Three or more years of progressive experience required.

Aufgaben

• Provide 24/7 telephone, paging and emergency communication services.
• Route calls and dispatch approved emergency notifications to on-call providers.
• Maintain accurate communication records following procedures.
• Verify information, use on-call schedules, and ensure proper escalation.

Kenntnisse

Telephone communication

Written communication

Prioritization

Customer service experience

Hospital terminology

3+ years experience

Jobbeschreibung

Job Function Summary

Provides telephone, paging and emergency communication services for UCSF Health hospitals and supported university and ambulatory services. Routes calls, dispatches approved emergency notifications, connects callers with on-call providers, and maintains accurate communication records in accordance with established procedures.

Job Description

Job Function Summary

Provides telephone, paging and emergency communication services for UCSF Health hospitals and supported university and ambulatory services. Routes calls, dispatches approved emergency notifications, connects callers with on-call providers, and maintains accurate communication records in accordance with established procedures.

AST II classification scope for Compensation review: Work requires knowledge of established procedures and the services supported. Under the direction of a higher-level administrator, the incumbent reviews individual circumstances, selects appropriate actions within existing policies and precedents, and refers issues requiring a new policy application or change in approach to the supervisor.

Custom Scope

Under general supervision, the Operator II manages incoming telephone calls, routine pages, emergency lines and assigned alarms. The operator verifies required information, uses current directories and on-call schedules, and follows approved dispatch, escalation and downtime procedures. The position provides after-hours ambulatory communication support, including message taking for designated services, and facilitates contact with licensed clinicians. The operator maintains confidentiality, documents communication activity and provides complete shift handoffs.

Department Overview

Operator Services provides 24-hour telephone and communication support for UCSF Health hospitals, campuses and supported ambulatory services. The team connects patients, families, staff and external callers with the appropriate services; processes routine and emergency pages; monitors assigned alarms; and supports after-hours contact with on-call providers. Operators work collaboratively to maintain reliable communications and timely escalation across supported locations.

Qualifications

Knowledge, Skills, and Abilities (KSAs)

• Ability to communicate clearly by telephone and in writing, obtain and confirm caller information, and provide professional service to diverse callers. Required
• Ability to use computer applications, enter accurate information, navigate multiple systems and follow written procedures. Required
• Ability to prioritize simultaneous calls, pages and alerts; maintain confidentiality; and remain calm during urgent communications. Required
• At least one year of telephone customer service, call center, switchboard, dispatch or related experience. Preferred
• Experience with hospital terminology, paging systems, on-call directories or after-hours provider communication. Preferred
• 3+ years of relevant progressive experience Required

Does the position require a driver’s license? No

Special Conditions Of Employment

Work assigned shifts within a 24-hour, seven-day operation, including nights, weekends and holidays as scheduled. Complete required training and annual competencies. Maintain confidentiality and follow emergency communication and downtime procedures. Work effectively in a shared communication center and respond calmly to urgent or distressed callers.

Problem Solving

Common Problems Solved By The Employee

• Clarify a caller’s request, locate the appropriate department or provider using approved resources, and route the call or page accurately. Resolve routine unsuccessful contact attempts using established escalation steps.

Less frequent and more complex problems solved by the employee

• When an emergency page is unanswered or the listed on-call provider cannot be reached, verify the contact information, follow the prescribed escalation sequence, and document each attempt. During a communication system interruption, use approved downtime procedures and notify the designated support team.

Problems/situations That Are Referred To This Employee's Supervisor

• Refer unresolved emergency notifications, conflicting on-call information, system failures, complaints requiring management intervention, and requests to depart from approved procedures to the supervisor or designated duty supervisor. Refer clinical assessment and advice to licensed clinicians.

About Us

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 here .

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html