San Diego Switchboard Operator (7:00pm-3:00m Part-time Shift)

Innovation At Work Inc; California; On-site; USD 22,000 - 33,000; Part time

Job summary

Innovation At Work Inc. is seeking a Part-Time Telephone Operator to answer and process all incoming calls, route calls, and maintain logs of equipment issues. The role includes handling collect and conference calls, recording times and charges, and ensuring URAC standards are met.

Citizenship and high school/associate degree required. The position supports weekdays and Sundays, totaling ~20 hours per week, with shifts including Sunday evenings and midday weekday coverage.

Qualifications

• 1–2 years of experience as Telephone Operator.
• Able to manage long-distance and special calls (conference/collect) over varied circuits.
• Ability to work under pressure and adapt to changing conditions.
• Must meet URAC standards for abandonment rate and speed to answer.

Responsibilities

• Answer and process all incoming calls in a polite, efficient, and friendly manner.
• Route calls appropriately within the facility and record time/charges for collect calls.
• Maintain logs for telephone equipment malfunctions and complaints.
• verify and report telephone equipment issues to IRMS via ticket; create and monitor log sheets.
• Comply with URAC standards and follow written procedures for bomb threats and emergencies.
• Assist staff and patients with placing calls and manage outgoing calls as needed.

Skills

Telephone operator experience

Customer service

Pressure handling

Education

High school / associate’s degree

Tools

Telephone system

Job description

Job Description

IAW is seeking Part- Time Coverages

1st Part-Time Coverage Needed

Sunday 3:00pm-11:00pm/ Fill in Coverage

Weekday/ Midday 4 hours

Works approximately 20 hours per week / 3-4 days per week

The Candidate shall answer and process all incoming calls.

• The Candidate shall answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order.
• The Candidate shall receive incoming calls shall be routed appropriately throughout the facility.
• The Candidate shall receive collect calls, only if authorized and obtain and record time and charges.
• The Candidate is responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.
• The Candidate shall follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.
• The Candidate is responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted.
• The Candidate shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.
• The Candidate shall assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.
• The Candidate shall assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.
• The Candidate shall Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.
• The Candidate shall maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.
• Upon request of callers, the candidate shall verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket
• The Candidate shall create Log Sheets and monitor each for completion
• The Candidate shall meet the Utilization Review Accreditation Committee (URAC) standards.

CITIZENSHIP REQUIREMENT: US Citizenship

EDUCATION AND QUALIFICATIONS:

The Candidate should possess an high school / associate’s degree or equivalent work experience

MINIMUM REQUIRED SKILLS/EXPERIENCE:

• The Candidate must have 1 -2 years of experience as Telephone Operator
• The Candidate must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization.
• The Candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions.
• The Candidate must meet the URAC Standards for abandonment rate and speed to answer

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