Communications Specialist - 140711

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service.

About the role

Under direction of the Call Center Services Supervisor, independently responsible for serving as the Health System Operator for three hospitals and multiple outpatient satellite locations. Operates a Cisco Call Center phone system, processing a high volume of calls in a professional manner using departmental established scripts and procedures. Provides telephone information, directory assistance, and on-call information utilizing supporting materials and databases. Also provides messaging services, departmental listing information, and EMR in-patient information. Monitors, responds to, and processes multiple life critical codes following specific procedures. Accurately documents all tasks performed within area of responsibility, and provides customer service for department, troubleshooting issues with customers, and creating repair tickets in the enterprise Track It database. Independently responsible for daily maintenance of staff/faculty listings to support the web messaging system, the departmental directory listings, and the departmental on-call information listings. Performs other administrative support functions as required.

Responsibilities

• 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 established scripts and procedures.
• Provide telephone information, directory assistance, and on-call information using supporting materials and databases.
• 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 the area of responsibility.
• Provide customer service for the department, troubleshoot issues with customers, and create repair tickets in the enterprise Track It database.
• Maintain daily staff/faculty listings to support the web messaging system, departmental directory listings, and on-call information listings.
• 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.
• Excellent customer service skills.
• Ability to communicate clearly and effectively and handle a high-volume of calls in a large call center environment.
• Demonstrated ability to interact professionally with staff and physicians in person.
• Proven accurate typing skills with proper knowledge of format, and proven proofreading skills of own work.
• Strong attention to detail, including data input.
• Knowledge of internet browsing functions.
• Ability to function effectively in an environment of continuously changing priorities.
• Strong ability to problem solve.
• Ability to work independently and exercise good judgment.
• Must be willing and able to work variable shifts to include nights, weekends, and holidays.

Preferred Qualifications

• Knowledge of and experience with Cisco Call Center phone system.
• Knowledge of MS Office (Outlook, Excel, Word), and EPIC.

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

Annual Full Pay Range: $53,160 - $75,335 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $25.46 - $36.08

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs.

Schedule

Variable, 10-Hour Shifts

Appointment Percent: 100%