Updated: Apr 7, 2023
Location: Orange
Job Type:
Department: Hospital Phone Operators
UC Title: PAT SUPP CALL CTR SUPV 1
Position Number: 40980393
Reports to: QLTY AND PERF METRICS MGR 1
Working Title: Hospital Operator Supervisor
Cost Center: Hospital Phone Operators (428576)
Bargaining Unit: No Bargaining Unit
FLSA: Exempt
Date Created: 4/06/2023
Job Code: 004597
Hours: 40
Shift: Not Applicable
FTE: 1
Position Summary:
Working in a complex and fast-paced hospital call center environment, incumbent oversees the Hospital Operators which are responsible for operating the telephone switchboard console, overhead paging system, two-way radio, alpha/numeric paging unit, and alarm systems. Responsible for the 24 hour, 7 days per week supervision and ongoing training of the Hospital Operators. Responsible for development and maintenance of reporting and tracking data systems related to the functions of the Hospital Operators. Coordinates and performs marketing response campaigns for events and advertisements. Manages the maintenance of the various systems for call processing, codes, overhead paging and on-call schedules.
Total Compensation
In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our:
Compensation practices (https://www.hr.uci.edu/partnership/totalrewards/compensation.php) and
Benefits (https://careersucirvine.ttcportals.com/pages/benefits).
Salary Range:
Annual Rate Minimum $48,500.00
Midpoint $67,000.00
Maximum $85,500.00
Core Organizational Functions:
ACCOUNTABILITY: Responsible for the achievements and success of UC Irvine Health. Follows through and meets commitments; accountable for own actions and supportive of colleagues; presents self in appearance and actions in a manner that conveys professionalism and pride in area of responsibility; projects a positive presence and ensures that work related or personal frustrations are kept separate from patient care and professional activities; takes responsibility for problems and solutions; follows existing policies and procedures.
RESPECT: Foster an environment of mutual respect and trust among ourselves and with all whom we serve. Is always compassionate and empathetic for both patients and team members; makes eye contact, smiles and or greets every individual using the individual’s name, if known; treats all guests and co-workers with the utmost respect, dignity, courtesy and respects their confidentiality; arrives to meetings on time; keeps personal conversations with other employees offstage, out of earshot of patients and visitors.
INTEGRITY: Tells the truth and strives to earn the trust of those around us. Takes pride in their work, being honest and accountable in their words and actions; meets or exceeds department defined service expectations; makes the right decision in the best interest of UC Irvine Health.
INNOVATION: Seeks ideas and approaches that can change the way the world discovers, teaches and heals. Approaches work creatively and continuously looks for new and flexible ways to solve problems; encourages and implements ideas to improve safety, customer service and operational performance; works to create efficient and effective systems so that time is not spent repeating and fixing problems; initiates and supports change.
SERVICE: Collaborates to effectively and compassionately serve our patients, each other and the community. Anticipates customer’s needs; maintains a calm, quiet, healing environment; accepts assignments graciously and carries out duties with pride; recognizes that every individual has an area of expertise and his/her contribution is valuable; keeps patients, families, customers and team members informed about time, thanks the person for waiting, and apologizes for delays.
EXCELLENCE: Committed to achieving the highest level of excellence in patient care, discovery and education. Demonstrates pride; practices humility; embraces greatness; encourages and praises others for work well done; learns to grow developing self and others personally and professionally; is accurate and strives for excellence; creates a positive and productive work climate.
Required Qualifications:
Must provide on-call coverage as required
Ability to work flexible hours, including evenings, nights, weekends and holidays
Proficient in all information systems required for patient scheduling. Familiarity with UC policies and procedures and JCAHO standards.
Strong written and verbal communication skills
Minimum 1-2 years experience in a Customer Service position within the health care environment
Good problem solving, negotiating and research skills
Excellent communication and telephone skills
Demonstrated skill to work independently and follow through on assignments with minimal direction
Strong customer service orientation with ability to identify customer needs and pull together necessary resources to meet those needs
Ability to appropriately deal with stressful situations and individuals while remaining calm and professional
Working knowledge of MS Office products including Excel and Access
Ability to effectively communicate in a clear and concise manner
Preferred Qualifications:
Administrative experience in a healthcare environment
Bilingual skills in English and Spanish and/or Vietnamese
Demonstrated supervisory experience in a healthcare environment
Broad based understanding of managed care
High volume Call Center experience
Conditions of Employment:
The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:
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Background Check and Live Scan
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Legal Right to Work in the United States
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Vaccination Policies
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Smoking and Tobacco Policy
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Drug Free Environment
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php
Closing Statement:
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. 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 categories covered by the UC nondiscrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI’s Employee Experience Center (EEC) at eec@uci.edu or at (949) 824-0500, Monday – Friday from 8:30 a.m. – 5:00 p.m.