TELEPHONE OPERATOR

Job Description:

TELEPHONE OPERATOR

Description

Position/Program Information

TYPE OF RECRUITMENT:

Open Competitive Job Opportunity

Filing will start effective December 23, 2024, at 12:30p.m. (PT)

Filing will be suspended after the first 200 applications are received or by December 30, 2024, at 5:00 p.m. (PT), whichever occurs first. Applications received after the first 200 or 5:00 p.m. (PT) will not be considered.

EXAM NUMBER:

Y2420C

ABOUT LOS ANGELES COUNTY DEPARTMENT OF HEALTH SERVICES

The Los Angeles County Department of Health Services (DHS) is the second largest municipal health system in the nation. Through its integrated system of 25 health centers and four hospitals - and expanded network of community partner clinics - DHS annually provides direct care for 600,000 unique patients, employs over 23,000 staff, and has an annual budget of over $6.9 billion. For additional information regarding DHS please visit www.dhs.lacounty.gov .

Through academic affiliations with the University of California, Los Angeles (UCLA), the University of Southern California (USC), and the Charles R. Drew University of Medicine and Sciences (CDU), DHS hospitals are training sites for physicians completing their Graduate Medical Education in nearly every medical specialty and subspecialty. In addition to its direct clinical services, DHS also runs the Emergency Medical Services (EMS) Agency and the County's 911 emergency response system, as well as Housing for Health and the Office of Diversion and Re-entry, each with a critical role in connecting vulnerable populations, including those released from correctional and institutional settings to supportive housing.

MISSION:
To advance the health of our patients and our communities by providing extraordinary care.
DEFINITION:
Operates a telephone operations computerized system or console.

Essential Job Functions

Assists callers and routes all general telephone inquiries, complaints and emergency calls to the proper person.

Places interpreter calls for doctors, nurses and employees with documentation and conference the interpreter calls.

Operates SPOK and Cisco Finesse Console computer to process and route a high-volume of calls to the proper person or department, and to place long distance and overseas calls for Medical Center personnel.

Screens calls to determine appropriate department or representative and provide information on access for services or other general information.

Acts as receptionist or information clerk and direct visitors.

Provides after-hours customer service center support using ORCHID system to assist in looking up patients' locations for in house and incoming calls from the general public.

Initiates pages in response to disaster response systems calls, which include code blues, code reds, or other emergency/security response systems, following established procedures.

Logs and keeps records of equipment problems, long distance calls, emergencies and incidental situations, and takes messages.

Maintains an information directory of all stations served by a telephone system for reference in making calls.

Performs clerical functions including use of basic keyboarding skills in the preparation of documents or other reference materials.

Requirements

SELECTION REQUIREMENTS:
Six (6) months of experience answering a multi-line telephone in an office setting in which business, clerical, or professional activities are conducted.

For the purpose of this examination, a multi-line telephone system allows you to handletwo or more calls simultaneously. It enables employees to place calls on hold, dial internal or external numbers, and return to the line.

LICENSE:
A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

PHYSICAL CLASS 2 - Light:
This class includes administrative and clerical positions requiring light physical effort that may include occasional light lifting to a 10-pound limit and some bending, stooping, or squatting. Considerable ambulation may be involved.

DESIRABLE QUALIFICATIONS:
Additional credit will be given to applicants that possess the following:

• Additional experience in excess of the Selection Requirements
• Experience answering a multi-line telephone in a healthcare setting which includes, but is not limited to, acute-care hospitals; long-term care facilities, such as nursing homes and skilled nursing facilities; physicians' offices; urgent-care centers, outpatient clinics; and home healthcare (i.e., healthcare provided at home by a healthcare professional).
• Experience operating SPOK Automatic Call Distribution-Interactive Voice Response Call Center application and Cisco Finesse Console
• Experience operating a Startel keyboard
• Data entry experience which may include but is not limited: updating existing data, creating and managing spreadsheets, and collectin g data and inputting information into databases or spreadsheets.

Additional Information

EXAMINATION CONTENT:
An evaluation of your ex perience and desirable qualifications based on your application information weighted 100%.

Candidates must achieve a passing score of 70% or higher on this examination in order to be added to the eligible register.

ELIGIBILITY INFORMATION:
A pplications are processed as they are received and those receiving a passing score will be added to the eligible register accordingly.

The names of candidates receiving a passing score in the examination will be added to the eligible register in the order of their score group for a period of six (6) months following the date of promulgation.

No person may compete in this examination more than once every six (6) months.

SPECIAL INFORMATION:
Appointees may be required to work any shift , including evenings, nights, weekends, and holidays.

The County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment . The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

VACANCY INFORMATION:
The resulting eligible register will be used to fill vacancies in the Department of Health Services (DHS) throughout Los Angeles County as they occur.

APPLICATION AND FILING INFORMATION:
Applications must be submitted online only. Apply online by clicking on the green "Apply" button at the top right of this posting. You can also track the status of your application using this web site.

You may be required to verify your email address. This only needs to be done once per email address, and if you already have a job seeker account on governmentjobs.com/careers/lacounty , you can verify at any time by logging in and following the prompts. This is to enhance the security of your online application and to ensure you do not enter an incorrect email address.

Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the exam requirements as listed on this job posting. Provide any relevant job experience in the spaces provided so we can evaluate your qualifications for the job. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week, and description of work performed. If your application is incomplete, it will be rejected.

Please note that all information included in the application materials is subject to verification at any point during the examination and hiring process, including after an appointment has been made. Falsification of any information may result in disqualification or rescission of appointment. Utilizing verbiage from Class Specification and requirements serving as your description of duties will not be sufficient to demonstrate that you meet the exam requirements. Comments such as “See Resume” or referencing other unsolicited materials/documents will not be considered a response. Doing so may result in an incomplete application, and you may be disqualified.

SOCIAL SECURITY NUMBER:
Please include your Social Security Number for record control purposes. Federal law requires that all employed persons have a Social Security Number.

NO SHARING OF USER ID, E-MAIL, AND PASSWORD:
All applicants must file their application using their own user ID and password. Using a family member's or friend's user ID and password may erase a candidate's original application record.

COMPUTER AND INTERNET ACCESS AT PUBLIC LIBRARIES:
For candidates who may not have regular access to a computer or the internet, applications can be completed on computers at public libraries throughout Los Angeles County. Please refer to their website for updated information https://lacountylibrary.org/library-locator .

ANTI-RACISM, DIVERSITY, AND INCLUSION (ARDI)The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. DHS is committed to promoting Anti-racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst race. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices.

DEPARTMENT CONTACT:
Tanisha Buggs, Exam Analyst
(213) 288-7000
tbuggs@dhs.lacounty.gov

CALIFORNIA RELAY SERVICES PHONE :
(800) 735-2922

For detailed information, please click here

Closing Date/Time: 12/30/2024 5:00 PM Pacific

Salary:

$38,149.08 - $51,254.16 Annually