Pbx Operator Jobs (NOW HIRING)

• High School graduation or equivalent.
• Excellent verbal and interpersonal communications skills.
• Good written communication skills.
• Proficient computer skills required. (Word, excel, PowerPoint, navigate software for documentation/can train, etc.)
• Basic computer literacy/CRT skills; typing and/or keyboard ability; working knowledge of (or aptitude for ) medical terminology; basic and practical clerical skills.
• Experience in monitoring critical/emergency phone lines, alarms, and coordinating emergent response.
• This position requires flexibility to orient and work at all UCSF Health locations.
• 1 year answering public facing telephones in high volume, critical information environment.
• 1 year recent hospital PBX operator experience or PBX operator in a high volume environment.

• Post-secondary education preferred
• 1 year of previous work experience in a medical facility
• 1 year of call center experience in the healthcare field 
• Ability to work in a high pressure, high volume department with individuals who are in crisis.
• Medical Terminology certification 

DUTIES & ESSENTIAL JOB FUNCTIONS

75% - Operates Meridian PBX Console or Cisco Phone Systems 

• Answers all incoming calls in polite, helpful and professional manner.

• Provides limited patient information  and extends calls to patient rooms or appropriate nursing station.

• Provides caller assistance with regard to location and telephone number for hospital departments and UCSF Campus and Medical Center locations, if available.

• Provides local and long-distance call placement for in-house staff; connects callers to appropriate external operators.

• Answers emergent telephone lines (code phones, etc.)

• Provides on-call services on a 24/7 basis  for both inpatient and outpatient areas.

• Performs alpha-numeric paging for appropriate activated codes. .

• Responds to the emergency situations according to protocol. These include bomb threats and disaster declarations.

5% - Update Duties

• Maintains current listing of physicians, which includes department information, physician information including telephone and pager numbers. 

• Maintains accurate logs for incident reports and trouble logs as required.

• Special projects assigned by the Supervisor or Manager that are within the incumbent's classification.
•  

5% - other administrative duties as directed. 

Evening and Night Personnel Additional Duties for UCSF operators

• Performs changes to existing information as noted by Operator Staff or Management.

• Input on-call information as soon as it is supplied by the  Hospital Departments. This will include rotation information and timely notification of missing call information to supervisory staff.

LIVING PRIDE STANDARDS

Service Excellence

• Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior.  These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.   

• Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients/families/colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. 

• Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices

• Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.

• Demonstrates an understanding of and adheres to safety and infection control policies and procedures.

• Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. 

Work Environment

• Keeps working areas neat, orderly and clutter-free, including the hallways.      Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.

• Picks up and disposes any litter found throughout entire facility. 

• Posts flyers and posters in designated areas only; does not post on walls, doors or windows.

• Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments. 

• Protects the physical environment and equipment from damage and theft.