Payroll Title:
PAT SUPP CALL CTR SUPV 2 Department:
MEDICAL CENTER OPERATORS Hiring Pay Scale
$62,250.00 – $75,600.00 / Yr Worksite:
Hillcrest Appointment Type:
Career Appointment Percent:
100% Union:
Uncovered Total Openings:
1 Work Schedule:
Days, 8 hrs/day, Monday- Friday
#123602 Call Center Supervisor
Filing Deadline: Thu 7/6/2023
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UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment : Apply by 06/26/2023 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants : Apply by 07/06/2023. Eligible Special Selection clients should contact their Disability Counselor for assistance.
DESCRIPTION
The Medical Center Operator Supervisor will oversee the department’s day-to-day operations and supervise switchboard staff. This position will provide ongoing education, staff meetings, and support to the switchboard team. This position will work to enhance the competencies of individual employees by designing and conducting training programs that will boost employees’ workplace performance in alliance with UC San Diego Health’s core values. They will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials, and managing all phases of training interventions. Extreme emphasis will always be placed on customer service by every employee within the department. This position will problem-solve issues that are presented and meet routinely with the manager or director to assure department objectives are achieved.
ESSENTIAL FUNCTIONS:
- Upholds UC San Diego Health Policies and Procedures, Principles of Responsibilities, and applicable state, federal and local laws.
- Provides direction to operators.
- Reviews and recommends revisions to departmental procedures to ensure efficient utilization of staff.
- Performs various clerical duties such as maintaining the department’s online directory system, pager programming, and assignments.
- Prepares annual performance reviews for direct reports, and manages payroll, scheduling, and billing for the Pinnacle billing system.
- Mentor and guide staff on professional development.
- Establishes and maintains courteous, cooperative relations with the public, patients, and other personnel.
- Acts as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
- Serves as a customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base and communications strategies with internal departments by staying well-versed in customer and internal operational processes in order to assist in setting proper customer expectations based on defined service level criteria.
- Reports all telephone repair problems to the appropriate area as directed in department procedures.
- Monitors Code indicators and dedicated Code One (I) phone line at switchboard; responds immediately if alarms activate as authorized in departmental procedures.
- Maintains the record of keys in the department; logs keys in/out and reports lost/broken keys to Security Services.
- Participates in emergency preparedness drills and actual emergencies as instructed in the hospital safety manual.
- Keeps personnel records on assigned employees such as hours worked, time, and attendance.
- Performs other duties as assigned.
MINIMUM QUALIFICATIONS
- Nine (9) years of related experience, education/training, OR a Bachelor’s degree in related area plus five (5) years of related experience/training.
- Supervisory/Lead experience.
- Proficiency in Microsoft Office tools, including Excel.
- Experience with call center software, including phone and computer systems.
SPECIAL CONDITIONS
- Employment is subject to a criminal background check and pre-employment physical.
- Must be able to work various hours and locations based on business needs.
Pay Transparency Act
Annual Full Pay Range: $48,900 – $102,300 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $23.42 – $48.99
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
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Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community .
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.