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Office Supervisor - Communication

San Joaquin General Hospital Switchboard

Recruitment #0416-RO1000-AC

Introduction

This examination is being given to fill one (1)  vacancy in the San Joaquin General Hospital's Communication Department and to establish an eligible list to fill future vacancies. Resumes will not be accepted in lieu of an application. A completed application must be postmarked or received online by the final filing deadline.

San Joaquin General Hospital operates the Hospital main switchboard which handles all incoming calls, overhead paging of emergency codes (Stroke Alert, Trauma Alert, Code Blue, Code Gray, Code Red, etc.), assignment of pagers to staff, Tiger Text setup (our secure texting system), and other messaging systems.  Over time the Office Supervisor’s role in this unit has changed to now include the ability to understand and manage software used by the department and the hospital.  The Supervisor will be expected to act in a managerial role in use of these various software systems such as Tiger Text, VOIP (our new computerized phone system planned for this current budget year), use of a planned timekeeping system (budgeted this year), and also a planned Hands-Free Communications system called “Vocera” (that is also planned for this budget cycle), as well as supervise clerical staff performing such duties. 

Note: The first certification may be promotional

NOTE: All correspondences relating to this recruitment will be delivered via e-mail. The e-mail account used will be the one provided on your employment application during time of submittal. Please be sure to check your e-mail often for updates. If you do not have an e-mail account on file, Human Resources will send you correspondences via US Mail.

TYPICAL DUTIES

1. Functions as a first-line working supervisor in a fast-paced call switchboard setting for San Joaquin General Hospital; screens and routes calls efficiently while following department protocol, ensuring accuracy, efficiency and excellent customer service; performs switchboard functions as needed; Schedules or reallocates resources to ensure adequate coverage at all times and meet the demand of fluctuating call volumes.

2. Handles heavy call volume and stressful situations when quick action is required. Uses a telephone in conjunction with a computer to process and route incoming calls, independently interact with hospital personnel as needed.

3. Quickly and accurately announces medical and safety codes on the overhead paging systems.

4. Assigns, reviews, directs and evaluates the work of subordinate clerical staff by monitoring and measuring statistics pertaining to call volume and number of dropped calls for subordinate staff; ensures that work is distributed to maintain the flow and quality of work performed within established standards; develops staff work schedule in coordination with call volume to meet the operational needs of the Communications Department.

5. Compiles, analyzes and maintains data from specialized software for a switchboard setting; produces and maintains productivity and quality review reports using such or other software to monitor quality of telephone operators; monitors daily call volumes.

6. Collaborates with department management regarding the monitoring, tracking and application of quality standards in order to formulate periodic staff performance evaluations; follows County, hospital and departmental management performance standards to document performance deficits, develop performance improvement plans and apply discipline as appropriate.

7. Orients new employees to the unit and provides training; ensures that staff understands and complies with unit policies, procedures, and standards; interprets rules, regulations, and procedures; provides interpretation of policies based on management expectations.

8. May perform highly complex work within the unit, which may include the provision of basic quasi-administrative/analytical support to managers, supervisors, professionals and other staff; gathers, analyzes and maintains specialized and complex information related to a wide range of departmental operations; researches, compiles, maintains and processes statistical, financial and/or other numerical data to support highly specialized office functions; coordinates and/or performs departmental personnel, payroll, purchasing, inventory, systems maintenance and/or other functions; may perform highly-advanced clerical accounting duties; prepares summaries of unit activities; prepares reports and correspondence related to unit activities.

9. May modify or create basic office software applications; may use specialized software for administrative purposes such as switchboard systems, timekeeping for self and staff, and similar computer usage activities as assigned or requested.

10. May develop and recommend office policies; reviews office procedures and recommends changes to improve office efficiency and effectiveness; implements changes to office policies and procedures.

MINIMUM QUALIFICATIONS

The following special requirements were approved by the Civil Service Commission on October 14, 2015:

 

Either I:

ExperienceOne year of work at a level equal to or higher than Office Assistant Specialist in a hospital switchboard setting in San Joaquin County service. 

OR II:

ExperienceTwo years of work at a level equal to or higher than Senior Office Assistant in a hospital switchboard setting in San Joaquin County service. 

OR III:

Experience:  Four years of general clerical, secretarial and or/office technical work including at least two (2) years full-journey level switchboard experience in one or more of the following environments: hospital, medical group, or health insurance.

 

Substitutionsa) One year of business training in an approved vocational training program may substitute for one year of the above-required general 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 general experience.                                                             

KNOWLEDGE

Knowledge of:  Switchboard operations including quality review experience; general switchboard procedures; statistical analysis through specialized software; quality control measurements in a switchboard setting; HIPAA and other related laws; principles and practices of employee supervision and training; general office practices and procedures; principles and practices of prioritizing, planning and organizing work; clerical practices related to personnel management, payroll, labor relations, purchasing, inventory control, clerical accounting, and systems development/maintenance; advanced clerical methods of researching, gathering, organizing and reporting data; fundamental analytical principles and processes; personal computer systems and general office computer software; public relations and interviewing techniques; advanced filing and record keeping systems; complex correspondence and report formats; clerical accounting methods and practices.

ABILITY

Ability to: Operate as a first-line working supervisor in a fast-paced call switchboard setting; provide excellent customer service; handle heavy call volume and stressful situations when quick action is required; quickly and accurately announces medical and safety codes on the overhead paging system; use a telephone in conjunction with a computer to process and route incoming calls; independently interact with hospital personnel as needed; provide first-level supervision over a large group of clerical/office technical/secretarial employees; perform basic quasi-administrative/analytical work to assist management with various specialized office activities; research, interpret, and apply laws/regulations, court orders, program policies/procedures, and third-party rules/requirements related to areas such as personnel management, payroll, labor relations, purchasing, inventory control, clerical accounting and systems development/maintenance; evaluate and establish priorities; gather, organize, input and maintain complex information, including financial or program-specific data; provide/obtain detailed information to/from others as appropriate, including confidential and/or otherwise sensitive information; utilize advanced office procedures and equipment; follow complex oral and written procedures and directions; establish and maintain effective working relationships with others, even in difficult situations; communicate effectively with others; write clearly and legibly; perform advanced arithmetical operations.

PHYSICAL/MENTAL REQUIREMENTS

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; Special Requirements - Some assignments may require working weekends, nights, and/or occasional overtime; Environmental - Occasional exposure to varied weather conditions.

BENEFITS

Health Insurance:  San Joaquin County provides employees with a choice of three health plans:  a Kaiser Plan, a Select Plan, and a Premier Plan, with the employee paying a portion of the premiums. Dependent coverage is available for all plans.

Dental Insurance:  The County provides employees with a choice of two dental plans:  Delta Dental and Pacific Union Dental.  There is no cost for employee only coverage in either plan; dependent coverage is available at the employee’s expense.

Vision Insurance:  The County provides vision coverage through Vision Service Plan (VSP).  There is no cost for employee only coverage; dependent coverage is available at the employee’s expense.

For more detailed information on the County’s benefits program, visit our website at www.sjgov.org under Human Resources/Benefits. 

Life Insurance:  The County provides eligible employees with life insurance coverage as follows: 

 1 but less than 3 years of continuous service:                   $1,000
 3 but less than 5 years of continuous service:                   $3,000
 5 but less than 10 years of continuous service:                 $5,000
10 years of continuous service or more:                           $10,000
 

Employee may purchase additional term life insurance at the group rate.

125 Flexible Benefits Plan:  This is a voluntary program that allows employees to use pre-tax dollars to pay for health-related expenses that are not paid by a medical, dental or vision plan (Health Flexible Spending Account $2080 annual limit); and dependent care costs (Dependent Care Assistance Plan $5000 annual limit).

Retirement Plan:  Employees of the County are covered by the County Retirement Law of 1937.  Please visit the San Joaquin County Employees’ Retirement Association (SJCERA) at www.sjcera.org for more information.  NOTE:  If you are receiving a retirement allowance from another California county covered by the County Employees’ Retirement Act of 1937 or from any governmental agency covered by the California Public Employees’ Retirement System (PERS), you are advised to contact the Retirement Officer of the Retirement Plan from which you retired to determine what effect employment in San Joaquin County would have on your retirement allowance.

Deferred Compensation:  The County maintains a deferred compensation plan under Section 457 of the IRS code.  You may annually contribute $16,500 or 100% of your includible compensation, whichever is less.  Individuals age 50 or older may contribute to their plan, up to $22,000.

Vacation:  Maximum earned vacation is 10 days each year up to 3 years; 15 days after 3 years; 20 days after 10 years; and 23 days after 20 years.

Holiday:  10 paid holidays per year.

Sick Leave:  12 working days of sick leave annually with unlimited accumulation.  Sick leave incentive:  An employee is eligible to receive eight hours administrative leave if the leave balance equals at least one- half of the cumulative amount that the employee is eligible to accrue.  The employee must also be on payroll during the entire calendar year.

Bereavement Leave3 days of paid leave for the death of an immediate family member, 2 additional days of accrued leave for death of employee’s spouse, domestic partner, parent or child.

Merit Salary Increase:  New employees will receive the starting salary, which is the first step of the salary range.  After employees serve 52 weeks (2080 hours) on each step of the range, they are eligible for a merit increase to the next step.

Job Sharing:  Employees may agree to job-share a position, subject to approval by a Department Head and the Director of Human Resources.

Educational Reimbursement Program:  Eligible employees may be reimbursed for career-related course work up to a maximum of $850 per fiscal year.  Eligible employees enrolled in an approved four (4) year College or University academic program may be reimbursed up to $800 per semester for a maximum of $1600 per fiscal year.

Parking Supplemental Downtown Stockton:  The County contributes up to $17 per pay period for employees who pay for parking and are assigned to work in the Downtown Core Area.

School Activities:  Employees may take up to 40 hours per year, but not more than eight (8) hours per month, to participate in their children’s school activities.

Selection Procedures

Applicants who meet the minimum qualifications will go through the following examination process:

  • Written Exam: The civil service written exam is a multiple choice format.  If the written exam is administered alone, it will be 100% of the overall score.  Candidates must achieve a minimum rating of 70% in order to be placed on the eligible list.
     
  • Oral Exam:   The oral exam is a structured interview process that will assess the candidate’s education, training, and experience and may include a practical exercise.   The oral exam selection process is not a hiring interview.   A panel of up to four people will determine the candidate’s score and rank for placement on the eligible list.  Top candidates from the eligible list are referred for hiring interviews.  If the oral exam is administered alone, it will be 100% of the overall score.  Candidates must achieve a minimum rating of 70% in order to be placed on the eligible list. 
     
  • Written & Oral Exam:  If both a written exam and an oral exam is administered, the written exam is weighted at 60% and the oral exam is weighted at 40% unless otherwise indicated on the announcement.  Candidates must achieve a minimum rating of 70% on each examination in order to be placed on the eligible list.
     
  • Rate-out:  A rate-out is an examination that involves a paper rating of the candidate’s application using the following criteria: education, training, and experience. Candidates will not be scheduled for the rate-out process. 

Note:  The rating of 70 referred to may be the same or other than an arithmetic 70% of the total possible points.

Testing Accommodation:  Candidates who require testing accommodation under the Americans with Disabilities Act (ADA) must call Human Resources Division at (209) 468-3370 prior to the examination date.   

Veteran’s Points:  Eligible veterans, unmarried widows and widowers of veterans of the United States Armed Forces who have been honorably discharged and who have served during wartime shall be given veteran’s points in initial appointment to County service.  Veteran’s points do not apply to entrance examinations for POST positions.  Eligible veterans receive 5 points and eligible disabled veterans receive 10 points. Disabled veterans must submit a recent award letter stating a 10% service connected disability issued by the United States Veterans Administration.  Note:  A copy of your DD214 showing the discharge type must be received in the Human Resources by the date of the examination.

Acceptable wartime service dates:

  • September 16, 1940 to December 31, 1946

  • June 27, 1950 to January 31, 1955

  • August 5, 1964 to May 7, 1975

  • Persian Gulf War, August 2, 1990, through a date to be set by law or Presidential Proclamation.

Eligible Lists:   Candidates who pass the examination will be placed on an eligible list for that classification.  Eligible lists are effective for one year, but may be extended up to two additional years by the Civil Service Commission.

Certification/Referral: Names from the eligible list will be referred to the hiring department by the following methods.

  • Rule of the Rank: The top three ranks will be referred for hiring interviews.  If there are less than 5 names in the top three ranks the next rank is referred.  This applies only to open competitive recruitments.
  • Rule of the List: The entire list will be referred to the department for further selection.
  • Rule of Five:  The top five names will be referred for hiring interviews.  This applies only to department or countywide promotional examination.

Physical Exam:  Some classifications require physical examinations. Final appointment cannot be made until the eligible has passed the physical examination. The County pays for physical examinations administered in its medical facilities.

Employment of Relatives: Applicants who are relatives of employees in a department within the 3rd degree of relationship, (parent, child, grand parent, grand child or sibling) either by blood or marriage, may not be appointed, promoted, transferred into or within the department when;

  • They are related to the Appointing Authority or

  • The employment would result in one of them supervising the work of the other.

Department Head may establish additional limitations on the hiring of relatives by departmental rule.

Proof of Eligibility:  If you are offered a job you will be required to provide proof of U.S. citizenship or other documents that establish your eligibility to be employed in the U.S.

HOW TO APPLY

Apply Online:       

www.sjgov.org/hr

By mail or in person:  

San Joaquin County Human Resources

44 N. San Joaquin Street Suite 330

Stockton, Ca 95202                                  

 

Office hours:               
Monday – Friday 8:00 am to 5:00 pm; excluding holidays.

Phone:  (209) 468-3370 

 

Job Line:

For current employment opportunities please call our 24-hour job line at (209) 468-3377. 

When a final filing date is indicated, applications must be filed with the Human Resources Division before 5:00 p.m. or postmarked by the final filing date. Resumes will not be accepted in lieu of an application. Applications sent through county inter-office mail, which are not received by the final filing date, will not be accepted. (The County assumes no responsibility for mailed applications which are not received by the Human Resources Division).  

San Joaquin County Substance Abuse Policy: San Joaquin County has adopted a Substance Abuse Policy in compliance with the Federal Drug Free Workplace Act of 1988. This policy is enforced by all San Joaquin County Departments and applies to all San Joaquin County employees.

Equal Opportunity Employer:  San Joaquin County is an Equal Employment Opportunity (EEO) Employer and is committed to providing equal employment to all without regard to age, ancestry, color, creed, marital status, medical condition, national origin, physical or mental disability, political affiliation or belief, pregnancy, race, religion, sex, or sexual orientation.  For more information go to
www.sjgov.org/eeo.




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San Joaquin County
Human Resources Division  Stockton, CA 95202
E-mail | Phone: (209) 468-3370 | 8am - 5pm M-F | Powered by JobAps