The posting
Job Description
Job Function 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.
AST II classification scope for Compensation review: Work requires knowledge of established procedures and the services supported. Under the direction of a higher-level administrator, the incumbent reviews individual circumstances, selects appropriate actions within existing policies and precedents, and refers issues requiring a new policy application or change in approach to the supervisor.
Custom Scope
Under general supervision, the Operator II manages incoming telephone calls, routine pages, emergency lines and assigned alarms. The operator verifies required information, uses current directories and on-call schedules, and follows approved dispatch, escalation and downtime procedures. The position provides after-hours ambulatory communication support, including message taking for designated services, and facilitates contact with licensed clinicians. The operator maintains confidentiality, documents communication activity and provides complete shift handoffs.
Department Overview
Operator Services provides 24-hour telephone and communication support for UCSF Health hospitals, campuses and supported ambulatory services. The team connects patients, families, staff and external callers with the appropriate services; processes routine and emergency pages; monitors assigned alarms; and supports after-hours contact with on-call providers. Operators work collaboratively to maintain reliable communications and timely escalation across supported locations.
Responsibilities
Key Responsibilities
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%
Education, Licenses and Certifications:
*For Reference Only - Education from Job Standard
Education Details
Required/ Preferred
High school diploma or equivalent experience
Required
Qualifications
Knowledge, Skills, and Abilities (KSAs)
Please list:
Type/Details
Req/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
Does the position require a driver’s license?
No
Special Conditions of Employment:
Work assigned shifts within a 24-hour, seven-day operation, including nights, weekends and holidays as scheduled. Complete required training and annual competencies. Maintain confidentiality and follow emergency communication and downtime procedures. Work effectively in a shared communication center and respond calmly to urgent or distressed callers.
Problem Solving
Common problems solved by the employee:
- Clarify a caller’s request, locate the appropriate department or provider using approved resources, and route the call or page accurately. Resolve routine unsuccessful contact attempts using established escalation steps.
Less frequent and more complex problems solved by the employee:
- When an emergency page is unanswered or the listed on-call provider cannot be reached, verify the contact information, follow the prescribed escalation sequence, and document each attempt. During a communication system interruption, use approved downtime procedures and notify the designated support team.
Problems/situations that are referred to this employee's supervisor:
- Refer unresolved emergency notifications, conflicting on-call information, system failures, complaints requiring management intervention, and requests to depart from approved procedures to the supervisor or designated duty supervisor. Refer clinical assessment and advice to licensed clinicians.
About Us
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
