San Diego Switchboard Operator 3:00pm-11:00m Part-time Shift

Part-Time Coverages

IAW is seeking part-time coverages. The first part-time coverage needed is for Sunday from 3:00pm to 11:00pm with fill-in coverage available. Additionally, weekday midday shifts for four hours are required. The candidate will work approximately 20 hours per week over 3-4 days.

The candidate shall answer and process all incoming calls. Responsibilities include:

• Answering incoming calls politely, efficiently, and in a friendly manner, even during heavy workload and crises periods.
• Routing incoming calls appropriately throughout the facility.
• Receiving collect calls, only if authorized, and obtaining and recording time and charges.
• Providing immediate, professional responses to and recording emergency alarms, codes, bomb threats, fires, and disasters. Receiving and transmitting over two-way radios.
• Following instructions if a bomb threat is received, adhering to established written procedures and formats.
• Ensuring no unauthorized long-distance calls are made and no unauthorized collect calls are accepted.
• Utilizing the facility radio, overhead paging, pocket paging, and code-paging systems as required.
• Assisting in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.
• Assisting facility staff and patients in placing calls, including commercial and Federal Telecommunication Systems (FTS) calls.
• Explaining to users why calls cannot be completed as requested in a polite, efficient, and friendly manner.
• Maintaining a log of all telephone equipment malfunctions and complaints regarding telephone service.
• Verifying telephone equipment malfunctions and reporting them to Information Resources Management Service (IRMS) via ticket upon request of callers.
• Creating log sheets and monitoring each for completion.
• Meeting the Utilization Review Accreditation Committee (URAC) standards.

Requirements:

Citizenship requirement: US Citizenship

Education and qualifications:

The candidate should possess a high school/associate's degree or equivalent work experience.

Minimum required skills/experience:

The candidate must have 1-2 years of experience as a telephone operator. The candidate must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization. The candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work conditions. The candidate must meet the URAC standards for abandonment rate and speed to answer.