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About the Role

Provides telephone, paging, and emergency communication services for UCSF Health hospitals and supported university and ambulatory services. Routes calls, dispatches emergency notifications, connects callers with on-call providers, and maintains communication records.

Responsibilities

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.
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.
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.
Receive after-hours calls from patients, caregivers, and external healthcare facilities.
Route after-hours 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.
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.
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.
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.

Requirements

Ability to communicate clearly by telephone and in writing, obtain and confirm caller information, and provide professional service to diverse callers.
Ability to use computer applications, enter accurate information, navigate multiple systems, and follow written procedures.
Ability to prioritize simultaneous calls, pages, and alerts; maintain confidentiality; and remain calm during urgent communications.
At least one year of telephone customer service, call center, switchboard, dispatch, or related experience.
Experience with hospital terminology, paging systems, on-call directories, or after-hours provider communication.
3+ years of relevant progressive experience.

Skills

Telephone communication
Emergency communication
Call routing
Dispatching
Paging systems
On-call scheduling
Record keeping
Customer service
De-escalation techniques
Computer applications
System navigation
Prioritization
Confidentiality
Calmness under pressure
Hospital terminology

Experience Level

1+ year of relevant experience
3+ years of relevant progressive experience

Benefits

Total compensation details available at https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

About the Company

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.
UCSF brings together the world's leading experts in nearly every area of health.
UCSF is home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging, and stem cells.
UCSF is a diverse community made of people with many skills and talents.
UCSF is committed to equity – both in how we deliver care as well as our workforce.
UCSF is 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.

Equal 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.