Under direction of the Call Center Services Supervisor, independently responsible for serving as the Health System Operator for three hospitals and multiple outpatient satellite locations, operating a Cisco Call Center phone system, processing a high volume of calls in a professional manner using departmental established scripts and procedures. Provides telephone information, directory assistance, and on-call information utilizing supporting materials and databases. Also provides messaging services, departmental listing information, and EMR in-patient information. Monitors, responds to, and processes multiple life critical codes following specific procedures. Accurately documents all tasks performed within area of responsibility, and provides customer service for department, troubleshooting issues with customers, and creating repair tickets in the enterprise ServiceNow database. Independently responsible for daily maintenance of staff/faculty listings to support the web messaging system, the departmental directory listings, and the departmental on-call information listings. Performs other administrative support functions as required. Performs troubleshooting and training of the Cisco phone system.
Must be willing and able to work variable shifts to include nights, weekends, and holidays.
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Two (2) years of previous related experience in a communications and/or administrative support role for a large, complex system.
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Knowledge of multi-line phone systems and how to use features (i.e. call-forwarding, diverting/canceling diversion calls, voice mail).
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Excellent customer service skills. Ability to communicate clearly and effectively and handle a high volume of calls in a large call center environment.
- Demonstrated ability to interact professionally with staff and physicians in person.
- Proven accurate typing skills with proper knowledge of format, and proven proofreading skills of own work.
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Strong attention to detail, including data input. Knowledge of the internet browsing functions.
- Ability to function effectively in an environment of continuous changing priorities.
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Knowledge of and experience with Cisco Call Center phone system.
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Knowledge of MS Office (Outlook, Excel, Word), and EPIC.
- Knowledge of Telecommunications terminology.
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General knowledge of the UCSD Health System departments and activities.
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Must be able to work various hours and locations based on business needs.
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Must be flexible to work days, evenings, nights, weekends, and holidays for staff coverage.
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Employment is subject to a criminal background check and pre-employment physical.
Pay Transparency Act
Annual Full Pay Range: $58,380 - $58,380 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $27.96 - $27.96
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and dozens of outpatient clinics. We invite you to join our team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.
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.
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.
Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.
a. "Misconduct" means any violation of the policies governing employee conduct at the applicant’s previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC’s policies addressing some forms of misconduct:
- UC Sexual Violence and Sexual Harassment Policy
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UC Anti-Discrimination Policy
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Abusive Conduct in the Workplace
