Job Summary:

Provides telephone, paging and emergency communication services for UCSF Health hospitals and supported university and ambulatory services. Routes calls, dispatches approved emergency notifications, connects callers with on-call providers, and maintains accurate communication records in accordance with established procedures. Knowledge, Skills, and Abilities (KSAs) Type/Details Requirements/Pref Ability to communicate clearly by telephone and in writing, obtain and confirm caller information, and provide professional service to diverse callers. Required Ability to use computer applications, enter accurate information, navigate multiple systems and follow written procedures. Required Ability to prioritize simultaneous calls, pages and alerts; maintain confidentiality; and remain calm during urgent communications. Required At least one year of telephone customer service, call center, switchboard, dispatch or related experience. Preferred Experience with hospital terminology, paging systems, on-call directories or after-hours provider communication. Preferred 3+ years of relevant progressive experience Required Key Responsibilities % TIME Is Essential Telephone services and caller assistance. Answer and route incoming calls for supported hospitals and campuses. Locate staff, departments and services; provide permitted patient directory information; connect callers to patient rooms or nursing stations; and assist with authorized local and long-distance calls. Use professional communication and established de-escalation techniques. 40% Yes Emergency communications and dispatch. Monitor emergency telephone lines and assigned alarms. Obtain and confirm required information, activate code and emergency notifications, and contact response teams using approved paging and dispatch procedures. Escalate unanswered alerts, equipment failures and other urgent concerns promptly. 20% Yes Routine paging and communication support. Process overhead, digital and individual paging requests using approved procedures. Verify the intended recipient and message, use current directories and on-call information, and document or escalate unsuccessful contact attempts. 10% Yes After-hours ambulatory and provider support. Receive after-hours calls from patients, caregivers and external healthcare facilities. Route calls to the appropriate on-call provider or service and take messages for designated clinics according to approved workflows. Recognize emergency statements and follow scripted escalation procedures; refer clinical assessment and advice to licensed clinicians. 15% Yes Documentation and shift handoff. Maintain accurate call, dispatch and incident records, including required timestamps and contact attempts. Complete incident reports when indicated and provide shift handoffs covering pending requests, unresolved pages, technical issues and special instructions. 5% Yes Privacy and service quality. Protect patient and employee information, verify authorized disclosures, and follow confidentiality requirements. Report safety concerns and service problems; cooperate with quality reviews and meet established accuracy, responsiveness and customer service expectations. 5% Yes Training and departmental participation. Complete required annual training and competency reviews. Attend assigned department meetings, maintain proficiency in communication systems and downtime procedures, and complete delegated operational assignments within the classification. 5% Yes Total 100%