Operator, Per Diem

About the job

Job Summary:

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.

Responsibilities

Key Responsibilities

% TIME

Is Essential

Telephone services and caller assistance. 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.

40%

Yes

Emergency communications and dispatch. 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.

20%

Yes

Routine paging and communication support. 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.

10%

Yes

After-hours ambulatory and provider support. 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.

15%

Yes

Documentation and shift handoff. 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.

5%

Yes

Privacy and service quality. 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.

5%

Yes

Training and departmental participation. 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.

5%

Yes

Total

100%

Qualifications

Knowledge, Skills, and Abilities (KSAs)

Type/Details

Requirements/Pref

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

About Us

About UCSF

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. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

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.

Salary Information

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Additional Information

• Job Identification: 10024
• Job Category: General Administration
• Locations: 900 HYDE ST, San Francisco, CA, 94109, US ()
• Shift Length: 8 hours
• Budgeted Job Salary Range: 38.57
• Campus Location 1: Stanyan
• Bargaining Unit: CX
• Employee Class: Per Diem
• FLSA Status: Non-exempt
• Job Code and Payroll Title: 004730 | BLANK AST 2 PD
• Workplace: Fully On-Site
• FTE%: 20.00