Telephone Operator / Switchboard Operator (3:00pm-11:00pm) Shift
On-siteErie, Pennsylvania, United States
Job Summary
Answer and process all incoming internal and external telephone calls while transferring calls accurately using a computerized telephone system. Direct callers to appropriate departments, operate Cisco equipment, paging systems, and Automatic Call Distribution (ACD) systems, and monitor emergency alarms to announce codes following VA procedures. Respond to emergency calls within required response times, operate public address systems and two-way radios, and maintain patient and employee location directories. Document equipment malfunctions, assist staff with outgoing calls, and protect patient privacy by complying with HIPAA requirements. Complete all required security, privacy, and safety training while working rotating shifts.
Required Qualifications
- High School Diploma or GED
- Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience
- Strong verbal communication and customer service skills
- Ability to multitask in a high-volume environment
- Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams
- Ability to remain calm during emergency situations
- Ability to accurately operate multi-line telephone systems
- Must successfully pass required background investigation and VA credentialing
- Must be eligible to obtain and maintain VA security clearance and identification
- Must complete all required HIPAA, Privacy, and Information Security training
- Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required
- Must maintain professionalism, confidentiality, and excellent attendance
Desired Qualifications
- Knowledge of medical terminology preferred
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