Communication Specialist - Per Diem - 140883

About the Role

Under direction of the Call Center Services Supervisor, independently serve as the Health System Operator for three hospitals and multiple outpatient satellite locations. Operate a Cisco Call Center phone system, processing a high volume of calls in a professional manner using departmental established scripts and procedures. Provide telephone information, directory assistance, and on-call information utilizing supporting materials and databases. Also provide messaging services, departmental listing information, and EMR in-patient information. Monitor, respond to, and process multiple life critical codes following specific procedures.

Accurately document all tasks performed within area of responsibility, and provide customer service for the department, troubleshooting issues with customers, and creating repair tickets in the enterprise ServiceNow database. Independently maintain daily updates of staff/faculty listings to support the web messaging system, the departmental directory listings, and the departmental on-call information listings. Perform other administrative support functions as required, including troubleshooting and training of the Cisco phone system.

Must be willing and able to work variable shifts to include nights, weekends, and holidays.

Responsibilities

• Operate a Cisco Call Center phone system, handling a high volume of calls professionally.
• Provide telephone information, directory assistance, and on-call information using supporting materials and databases.
• Deliver messaging services, departmental listing information, and EMR in-patient information.
• Monitor, respond to, and process multiple life-critical codes following specific procedures.
• Document tasks accurately and provide customer service, including troubleshooting and creating repair tickets in ServiceNow.
• Maintain daily updates of staff/faculty listings for web messaging, directory listings, and on-call information.
• Perform administrative support functions, including troubleshooting and training on the Cisco phone system.

Requirements

• Two (2) years of previous related experience in a communications and/or administrative support role for a large, complex system.
• Knowledge of multi-line phone systems and features (e.g., call-forwarding, diverting/canceling diversion calls, voicemail).
• Excellent customer service skills and ability to communicate clearly and effectively in a high-volume call center environment.
• Demonstrated ability to interact professionally with staff and physicians in person.
• Proven accurate typing skills, proper knowledge of format, and proofreading skills.
• Strong attention to detail, including data input.
• Knowledge of internet browsing functions.
• Ability to function effectively in an environment of continuously changing priorities.

Preferred Qualifications

• Knowledge of and experience with Cisco Call Center phone systems.
• Knowledge of MS Office (Outlook, Excel, Word) and EPIC.
• Knowledge of telecommunications terminology.
• General knowledge of the UCSD Health System departments and activities.

Special Conditions

• Must be able to work various hours and locations based on business needs.
• Must be flexible to work days, evenings, nights, weekends, and holidays for staff coverage.
• Employment is subject to a criminal background check and pre-employment physical.
• 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.

Pay

Hourly pay: $27.96. Annual full pay range: $58,380 - $58,380 (prorated if the appointment percentage is less than 100%). Factors determining compensation include experience, skills, knowledge, abilities, education, licensure, certifications, and organizational needs.

Schedule

Per Diem appointment at 20%. Variable 8-hour shifts, including nights, weekends, and holidays.