Hospital Telephone Operator II (#RC5011)
$17.26-$20.97 Hourly / $2,991.73-$3,634.80 Monthly / $35,900.80-$43,617.60 Yearly


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.



Experience: One year performing work equivalent to a Hospital Telephone Operator I in San Joaquin County service.


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.



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.

CLASS: RC5011; EST: 5/27/2019; REV: ;