Under general supervision, provides centralized telephonic reception and communications for San Joaquin General Hospital using a computerized communications console as well as other telephone, paging, radio and emergency alarm devices; receives and places non-emergency calls and provides information and assistance to callers; responds to emergency situations by alerting and dispatching physicians, nurses and other emergency code team members in accordance with established protocols; maintains records and performs other clerical duties of average difficulty and complexity; and does related or other work as required in accordance with Rule 3, Section 3 of the Civil Service Rules.
This is the journey-level class in the Hospital Telephone Operator series. Incumbents are expected to apply a moderate amount of initiative and independent judgment to perform work assignments within standardized and well-established policies. This class is typically multi-allocated with the class of Hospital Telephone Operator I and incumbents in that lower class can usually promote to this level when they meet the minimum qualifications and Civil Service requirements, and when they have demonstrated satisfactory performance.
Receives and places a variety of non-emergency incoming or outgoing phone calls using an electronic telephone console and/or other telephonic equipment; provides information to callers concerning clinic schedules, visiting hours, services of the various hospital departments/ambulatory areas, locations of facilities/services, and locations of patients or hospital personnel in accordance with hospital policy.
Routes or transfers calls as requested; places phone calls for employees and patients; pages and locates physicians and other persons within the hospital buildings.
Provides after hours call answering services for clinics and/or physicians as requested; receives and relays messages; refers or transfers callers to other staff or locations as appropriate.
Receives notice of emergency hospital codes/alarms including, but not limited to fire alarms, cardiac or respiratory emergencies, various types of trauma, hazardous spills, child abduction, bomb threats, active shooter or hostage situations; follows established protocols; announces codes on the overhead paging system; identifies and dispatches on-call responders using phone, pager, radio, group text messaging or other communication tools; monitors code status, provides regular updates and coordinates communications between involved parties as required.
Contacts and dispatches non-hospital providers to incidents as assigned, such as those requiring sexual assault, clergy, public health, behavioral health, environmental health or other staff support.
Maintains and updates lists and databases of physician, nurse and other responder information; maintains changing rosters of on-call or on-duty personnel designated to respond to various emergency situations; uses rosters to locate and dispatch personnel as needed.
Maintains accurate logs and records of assigned communications activities; summarizes and tabulates information as requested, including information of a moderately technical, specialized or sensitive nature; codes, files and retrieves documents and records using standard alphabetical, numerical, coded and computerized filing systems; may type letters, reports or other items; may perform other general clerical duties.
Maintains data pertaining to the arrival of trauma patients to the Emergency Room, including the estimated time between first notification and arrival.
Monitors the functionality of telephone operations equipment and promptly reports problems to a supervisor or other staff as required.
May assist in training and monitoring the work of less experienced and/or part-time employees.
EITHER PATTERN I
Experience: One year performing work equivalent to a Hospital Telephone Operator I in San Joaquin County service.
OR PATTERN II
Experience: Two years of general clerical, secretarial, office technical or office communications work, including at least one year performing centralized telephone operations work in an acute care hospital environment.
Substitutions: a) One year of business training in an approved vocational training program may substitute for one year of the above-required non-hospital experience; or b) Completion of 30 semester/45 quarter credit units at an accredited college or university may substitute for one year of the above-required non-hospital experience.
AND FOR BOTH PATTERNS
The operation of computerized telephonic equipment and/or a multi-line telephone switchboard; the general functions of a hospital including standard hospital emergency codes and protocols; basic medical terminology; fundamental public relations and customer service techniques; modern office equipment and procedures, including personal computer systems and standard office computer software; standard filing and record keeping systems; language mechanics; correspondence and report formats; mathematical processes applicable to clerical processes.
Calmly and clearly receive and communicate information using a telephone, computer, paging system, radio, and other standard communication devices; efficiently and courteously obtain information from callers, identify issues, and determine where to transfer calls; take and transmit clear and complete directions and information; respond to emergency situations following established protocols; follow oral and written directions; perform multiple tasks simultaneously; utilize a variety of office procedures and equipment, including personal computers and standard office software; match names and numbers; perform basic arithmetic including addition, subtraction, multiplication, and division; communicate effectively, both orally and in writing; establish and maintain effective working relationships with others, including physicians and medical professionals.
Mobility - Frequent operation of a data entry device, repetitive motion, sitting for long periods, walking; occasional standing, pushing, pulling, bending, squatting, climbing; Lifting - Frequently 5 pounds or less; occasionally 5 to 30 pounds; Visual - Constant good overall vision and reading/close-up work; frequent color perception and use of eye/hand coordination; occasional use of depth perception and peripheral vision; Hearing/Talking - Frequent hearing of normal speech, hearing/talking on the telephone, talking in person; Emotional/Psychological - Frequent decision making, concentration, and public contact; moderate exposure to grief and/or death; Special Requirements - Some assignments may require working weekends, nights, and/or overtime; Environmental – Work typically occurs in an indoor office environment with moderate noise levels.