Hospital Assistant 3 - Per Diem

UCSF•Oakland, CA

6d•Onsite

About The Position

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. 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.

Requirements

High school diploma or equivalent experience
Ability to communicate clearly by telephone and in writing, obtain and confirm caller information, and provide professional service to diverse callers.
Ability to use computer applications, enter accurate information, navigate multiple systems and follow written procedures.
Ability to prioritize simultaneous calls, pages and alerts; maintain confidentiality; and remain calm during urgent communications.
3+ years of relevant progressive experience

Nice To Haves

At least one year of telephone customer service, call center, switchboard, dispatch or related experience.
Experience with hospital terminology, paging systems, on-call directories or after-hours provider communication.

Responsibilities

Answer and route incoming calls for supported hospitals and campuses. Locate staff, departments and services; provide permitted patient directory information; connect callers to patient rooms or nursing stations; and assist with authorized local and long-distance calls. Use professional communication and established de-escalation techniques.
Monitor emergency telephone lines and assigned alarms. Obtain and confirm required information, activate code and emergency notifications, and contact response teams using approved paging and dispatch procedures. Escalate unanswered alerts, equipment failures and other urgent concerns promptly.
Process overhead, digital and individual paging requests using approved procedures. Verify the intended recipient and message, use current directories and on-call information, and document or escalate unsuccessful contact attempts.
Receive after-hours calls from patients, caregivers and external healthcare facilities. Route calls to the appropriate on-call provider or service and take messages for designated clinics according to approved workflows. Recognize emergency statements and follow scripted escalation procedures; refer clinical assessment and advice to licensed clinicians.
Maintain accurate call, dispatch and incident records, including required timestamps and contact attempts. Complete incident reports when indicated and provide shift handoffs covering pending requests, unresolved pages, technical issues and special instructions.
Protect patient and employee information, verify authorized disclosures, and follow confidentiality requirements. Report safety concerns and service problems; cooperate with quality reviews and meet established accuracy, responsiveness and customer service expectations.
Complete required annual training and competency reviews. Attend assigned department meetings, maintain proficiency in communication systems and downtime procedures, and complete delegated operational assignments within the classification.