Hospital Assistant 3 - Per Diem

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.

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.

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.

Knowledge, Skills, and Abilities (KSAs) Please list:

• 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.

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.

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.

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