PBX & Emergency Response Operator / Call Center - OC Hospital

City of Hope; Irvine (CA); On-site; USD 38,000 - 55,000; Full time

Job summary

Join City of Hope as a PBX & Emergency Response Operator, where you will manage telephone communications and assist patients and staff. This critical role requires strong communication skills and the ability to provide excellent customer service in a fast-paced hospital environment. Embrace the opportunity to contribute to patient care and safety, while working meticulously under pressure. Ideal candidates will have a high school diploma and relevant experience in call or contact centers.

Benefits

Comprehensive Benefits

Union representation

Qualifications

• Two years of related experience in a Call/Contact Center or PBX environment.
• Strong commitment to patient care and safety.

Responsibilities

• Manage incoming and outgoing calls and facilitate internal communication.
• Process emergency codes and monitor alarms.

Skills

Communication

Customer Service

Multi-tasking

Education

High School Diploma

Job description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

Position Summary

The City of Hope PBX & Emergency Response Operator is responsible for managing incoming and outgoing telephone calls, facilitating internal communication within the hospital, and assisting patients and staff with inquiries. This role includes transferring calls to appropriate departments or individuals, processing emergency codes per regulatory requirements (i.e., TJC, OSHA, CMS, CDPH), while providing high-quality customer service. The PBX & Emergency Response Operator also collects caller information accurately, monitors alarms, and follows hospital policies and procedures related to communication and patient information privacy. The position requires excellent communication skills, the ability to handle multiple tasks simultaneously, and a strong commitment to patient care and safety.

As a successful candidate, you will:

• Handling incoming and outgoing calls, including transferring calls to appropriate departments or individuals.
• Facilitating communications within the facility, such as paging staff or relaying messages.
• Assisting patients with inquiries about services, appointments, and other relevant information.
• Processing emergency codes, alerting relevant personnel, and coordinating responses during emergencies with hospital command center.
• Collecting and recording caller information accurately for documentation and follow up purposes.
• Providing high quality customer service to patients, visitors, and staff.
• Monitoring and responding to alarms, such as fire alarms, medical gas, and cardiac alarms.
• Providing administrative support as needed, such as gathering patient information for scheduling, or managing department directory.
• Following hospital policies and procedures related to communication and patient information privacy.
• Work scheduled overtime and be available for emergency overtime when the need arises such as call outs before and after standard scheduled hours of work. Work a temporary, alternative schedule or shift as requested based on department needs.

Qualifications

• Your qualifications should include:

  • High school diploma
  • Two years of related experience with Customer Service in a Call/Contact Center or PBX environment

  Additional Information:

  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
  • This position is represented by a collective bargaining agreement
  • Evening shift hours: 1500-2330

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.