JOB DUTIES

Description

The main duties include, but, not limited to, answering and re-directing incoming telephone calls to the medical center, provide Patient Information, Department Information and On Call Schedule information as requested by callers, process routine and emergency calls, monitor, triage, activate and dispatch emergency personnel for all hospital emergencies and disasters. Monitor and report various Emergency Alarm Systems, triage and report all Elevator Malfunctions. As the first point of contact for incoming calls to the medical center, it is expected that all Customer Service Initiatives are followed and adhered to at all time. It is also expected that all departmental and hospital policies, which include Operational, Technical and Emergency protocols, are followed. Must be willing and able to work Sun, Mon, Tues : 2200 – 0630 Fri & Sat : 1430 – 2300. Works Weekends & Holidays. This is a full-time, on-site position. Salary offers are determined based on various factors including, but not limited to, qualifications, experience, and equity. The full hourly range for this position is $24.57 – $34.87. The budgeted hourly range that the University reasonably expects to pay for this position is approximately between the minimum and midpoint.

JOB QUALIFICATIONS

Qualifications

• Excellent customer service skills.
• Excellent listening skills.
• Excellent attention to detail skills.
• Excellent verbal and written communication skills.
• Skill in communicating effectively with individuals at all levels.
• Ability to speak clearly and distinctly, using proper English to communicate with public and UCLA Staff in a concise and informative manner.
• Ability to write neatly and use proper grammar and punctuations.
• Ability to work in a fast paced, high call-volume setting.
• Ability to prioritize and multi-task several duties at the same time.
• Ability to identify and escalate priority issues.
• Ability to remain calm and effectively during emergency situations.
• Ability to handles all situations in a courteous, professional manner exhibiting excellent customer service skills at all times.
• Ability to work on a self-directed basis with minimal supervision.
• Ability to easily adapt to evolving departmental and hospital policies and procedures.
• Ability to work overtime, Weekends, Holidays and other shifts / locations, when necessary.
• Ability to perform repetitive tasks while sitting at a computer workstation for an extended period of time.
• Ability to take on additional tasks and duties as requested by Management, when needed.
• Proficient in operating a PC and navigating the Internet.
• Proficient in Microsoft Office (Word, Excel, Outlook, SharePoint)
• Knowledge of medical terminology is preferred.
• Call Center / Medical Call Center Experience Preferred