Under the general supervision of the Medical Center Operator Supervisor, the Lead Medical Center Operator monitors telephone consoles and processes incoming and in-house calls in a quick and professional manner. Assists patients and visitors with information and directions to specific areas in the hospital; responds quickly and effectively to all emergency codes using proper hospital procedures, and maintains a professional level of work performance and image for the organization. In addition, the Lead Medical Center Operator will train and assist other operators in day-to-day job functions.

Essential Job Functions:

• Oversee all operators' daily activities to ensure prompt, efficient service in receiving and distributing calls, paging, and messages.
• Updates telephone directory as needed.
• Train and direct operators in proper emergency procedures and oversees the operators in administering same, in a calm, efficient manner.
• Deals with problem situations in a professional manner and adequately communicates pertinent information so an overall work environment is created that lends itself to the best interest of the hospital and department.
• Ensures staff training is completed in a timely manner.
• Assists with phone repairs, ordering of equipment, moves, and changes, as necessary; assures that all equipment functions properly; advises staff of any technical problems with systems.
• Facilitates the flow of information within the department ensuring pertinent information is cascaded to all Team members.

• Perform other duties as assigned.

  MINIMUM QUALIFICATIONS

• Three (3) years of previous related experience in a communications and/or administrative support role for a healthcare system.

• Excellent customer service skills.

• Knowledge of hospital telephone system and instructions (call-forwarding, diverting/canceling diversion calls, voice mail, distance and international call procedure).

• Ability to communicate clearly and effectively and handle a high-volume of calls in a large healthcare environment.

• Ability to interact professionally with staff and physicians in person. Ability to work independently and exercise good judgment.

• Ability to read, analyze and interpret documents such as Code of Conduct, safety rules, operating and maintenance instructions, policies, and procedures.

• Strong attention to detail, including data input. Ability to function effectively in anenvironment of continuously changing priorities.

• Knowledge of and experience with Cisco Phone system.

• EPIC experience.

• UCSD Health System Telecommunications experience.

  SPECIAL CONDITIONS

• Employment is subject to a criminal background check and pre-employment physical.

• Must be flexible to work days, evenings, nights, weekends, and holidays for staff coverage.