Telecommunications Operator - Access Center - Full Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)

University of Southern California; Los Angeles (CA); On-site; USD 30,000 - 48,000; Full time

Job summary

USC Care Medical Group provides voice paging and emergency communication for the organization and its hospitals. The role supports handling calls, processing emergencies, and maintaining confidential messages via the SDC IntelliDesk system.

Essential duties include updating schedules, contact information, and ensuring professional conduct. Familiarity with Word/Excel and a commitment to patient confidentiality are required.

Qualifications

• Req High school or equivalent.
• Req Proficient verbal and written communication skills.
• Req Capable of communicating with all levels of employee-administrative to staff.
• Req Proficient in Microsoft Software (Word and Excel).

Responsibilities

• Assist in the process of directing incoming and outgoing calls.
• Assist in proper processing of all code emergencies upon request via alarm panel or person to person.
• Assist in proper processing of all messages taken that are stored within the SDC IntelliDesk Call Processing System, at USC/Norris and USC/University Hospitals to insure doctor / patient confidentiality.
• Assist in ensuring that all schedules housed within the Telecommunications department are kept up to date and readily accessed when needed.
• Assist in proper processing of all doctor and staff contact information and keeps it up to date within the department.

Skills

Verbal communication

Written communication

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

To provide voice, paging and emergency communication for the organization, business partners, and community served for the hospital.

Essential Duties

• Assist in the process of directing incoming and outgoing calls.
• Assist in proper processing of all code emergencies upon request via alarm panel or person to person.
• Assist in proper processing of all messages taken that are stored within the SDC IntelliDesk Call Processing System, at USC/Norris and USC/University Hospitals to insure doctor / patient confidentiality.
• Assist in ensuring that all schedules housed within the Telecommunications department are kept up to date and readily accessed when needed.
• Assist in proper processing of all doctor and staff contact information and makes sure it is kept up to date and kept within the confines of the department.
• Maintains warm, courteous and professional behavior while conducting call processing procedures: Maintains consistent accuracy in message taking and the relaying of given information.
• Maintains a cooperative demeanor with irate callers and maintains the utmost of professionalism Assists with staff and patient call processing concerns with the utmost of professionalism.
• Demonstrates compliance to JCAHO requirements that are enforced by Telecommunications management.
• Monitors 23 alarm panels (USC/ University Hospital) and 6 alarm panels and (USC/Norris Cancer Hospital).
• Compiles call log information, pulling necessary data from SDC/ IntelliDesk at USC/Norris and USC/University Hospitals upon request.
• Assists with processing of conference calls for medical and hospital support staff.
• Effective prioritization of tasks, allocation of time and ability to adapt in a changing technological environment.
• Ensures all request for overhead paging are announced with clear and concise professionalism.
• Ensures current information is available on all medical staff and their coverage for the time they are away.
• Respectful and courteous at all times with professionalism in accordance to employee conduct policy.
• Basic typing and computer experience especially Microsoft Word.
• Works a consistent 40 hour week as a full-time employee an a set shift.
• Can work independently as well as part of a team.
• Always willing to take on new challenges and projects.
• Performs other duties as assigned.

Required Qualifications

• Req High school or equivalent
• Req Proficient verbal and written communication skills.
• Req Capable of communicating with all levels of employee-administrative to staff.
• Req Proficient in Microsoft Software (Word and Excel).

Preferred Qualifications

• Pref Experience in health care industry.

Required Licenses/Certifications

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date.

About USC Care Medical Group

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations. The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas. USC Care Medical Group is the engine for patient-centered growth—advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models. By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care. Our work fuels a sustainable cycle of good health—organizationally, financially, and within the communities we serve—driving continued growth from within and beyond the system’s boundaries.

Salary

The hourly rate range for this position is $22.00 - $35.55.

Equal Opportunity and Disability Accommodation

USC 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, protected veteran status, disability, or any other characteristic protected by law or USC policy.

USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety.

Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at [phone], or by email at [e-mail]. Inquiries will be treated as confidential to the extent permitted by law.

Notice and Policies

Notice of Non-discrimination Employment Equity Read USC’s Clery Act Annual Security Report

USC is a smoke-free environment

Digital Accessibility

Keck Medicine of USC Overview

Keck Medicine of USC is the University of Southern California’s medical enterprise, one of only two university-based medical systems in the Los Angeles area. Keck Medicine combines academic excellence, world-class research and state-of-the-art facilities to provide highly specialized care for some of the most acute patients in the country. Our internationally renowned physicians and scientists provide world-class patient care at Keck Hospital of USC, USC Norris Cancer Hospital, USC Verdugo Hills Hospital, USC Arcadia Hospital and more than 100 unique clinics in Los Angeles, Orange, Kern, Tulare and Ventura counties. Keck Medical Center of USC, which includes Keck Hospital and USC Norris Cancer Hospital, is among the top 50 hospitals in the country in 8 specialties, as well as the top three hospitals in metro Los Angeles and top 10 hospitals in California, according to U.S. News & World Report’s 2024-25 Best Hospitals rankings.