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, operating a Mitel MD110 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. Performs troubleshooting and training of the MD110.
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 the internet browsing functions.
Ability to function effectively in an environment of continuous changing priorities.
Strong ability to problem solve. Ability to work independently and exercise good judgment.
Knowledge of and experience with Aastra MD110 Call Center phone system.
Knowledge of MS Office (Outlook, Excel, Word), PCIS, and EPIC.
General knowledge of the UCSD Health System departments and activities.
Knowledge of UCSD telephone system and instructions (call-forwarding, diverting/canceling diversion calls, voice mail, distance and international call procedure).
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.
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