Operator, Per Diem

UCSF • San Francisco, CA

4d

About The Position

Provides telephone, paging, and emergency communication services for UCSF Health hospitals and supported university and ambulatory services. The Operator routes calls, dispatches approved emergency notifications, connects callers with on-call providers, and maintains accurate communication records in accordance with established procedures.

The role includes answering and routing calls; locating staff, departments, and services; providing permitted patient directory information; handling paging and emergency dispatch; and supporting patients, caregivers, and external healthcare facilities after hours. Operators document calls and incidents, complete shift handoffs, protect confidential information, follow escalation and downtime procedures, complete required training, and participate in department activities.

Requirements

• At least 3 years of relevant progressive 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.

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.
• Monitor emergency telephone lines and assigned alarms, obtain and confirm required information, activate code and emergency notifications, contact response teams using approved procedures, and promptly escalate unanswered alerts, equipment failures, and other urgent concerns.
• Process overhead, digital, and individual paging requests; verify intended recipients and messages; 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; take messages for designated clinics; and follow scripted escalation procedures for emergency statements, referring clinical assessment and advice to licensed clinicians.
• Maintain accurate call, dispatch, and incident records, including 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, follow confidentiality requirements, report safety concerns and service problems, cooperate with quality reviews, and meet 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.
• Use professional communication and established de-escalation techniques.

What This Job Offers

• Education Level: No Education Listed