Communication Specialist - Per Diem - 140883

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

About the Role

Under the direction of the Call Center Services Supervisor, 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 professionally using departmental scripts and procedures. Provide telephone information, directory assistance, and on-call information using supporting materials and databases. Offer 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, provide customer service, troubleshoot issues, and create repair tickets in the enterprise ServiceNow database. Maintain daily updates of staff/faculty listings for the web messaging system, departmental directory, and on-call information listings. Perform troubleshooting and training for the Cisco phone system.

Responsibilities

• Operate a Cisco Call Center phone system for three hospitals and multiple outpatient locations.
• Process a high volume of calls professionally using established scripts and procedures.
• Provide telephone information, directory assistance, and on-call information.
• Deliver messaging services and departmental listing information.
• Monitor, respond to, and process life-critical codes following specific procedures.
• Document tasks accurately and provide customer service for departmental troubleshooting.
• Create repair tickets in the enterprise ServiceNow database.
• Maintain daily updates of staff/faculty listings for web messaging, directory, and on-call systems.
• Perform troubleshooting and training for the Cisco phone system.
• Perform other administrative support functions as required.

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 in a high-volume call center environment.
• Demonstrated ability to interact professionally with staff and physicians.
• Proven accurate typing skills, proper knowledge of formatting, and proofreading abilities.
• 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.
• Proficiency in MS Office (Outlook, Excel, Word) and EPIC.
• Knowledge of telecommunications terminology.
• General knowledge of UCSD Health System departments and activities.

Special Conditions

• Must be able to work various hours and locations based on business needs.
• Flexibility 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

Annual Full Pay Range: $58,380 (prorated for 20% appointment). Hourly rate: $27.96. Factors determining compensation include experience, skills, knowledge, abilities, education, licensure, certifications, and organizational needs.