Job Description
Description:
Position Summary:
The Telephone/Switchboard Operator provides 24/7 telecommunications and emergency call support for a VA Medical Center and affiliated clinics. This position plays a critical role in patient care, safety, and emergency response operations.
Essential Duties and Responsibilities:
• Answer all incoming internal and external calls promptly and professionally
• Operate computerized switchboard and paging systems
• Route patient, staff, and public inquiries appropriately
• Respond to emergency calls, alarms, disaster codes, and 911 notifications
• Announce emergency codes using public address and paging systems
• Maintain call logs, incident records, and ward information
• Assist callers with placing outgoing calls
• Monitor alarm systems and emergency communication equipment
• Provide calm, professional service to distressed or difficult callers
• Use Microsoft Outlook, Word, and Excel for reporting
• Comply with HIPAA, VA policies, and security requirements
Required Qualifications:
• High school diploma or Associated Degree
• 1–2 years of call center or telephone operator experience
• Medical terminology knowledge preferred
• Strong communication and customer service skills
• Ability to pass background check and security clearance
• HIPAA and VA training required (provided)
Work Environment:
• On-site medical facility
• Rotating shifts; no permanent shift assignments
• VA-provided equipment
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