Supervisor/ Lead Operator VA Switchboard Operator

Location: Michael J. Crescenz VA Medical Center

3900 Woodland Avenue, Philadelphia, PA 19104

Position Summary:
The Telephone Services Supervisor provides leadership and operational oversight for a 24/7 switchboard operation. This role ensures staffing continuity, quality performance, and compliance with VA contract requirements.

Essential Duties and Responsibilities:

Must have knowledge and understanding of medical terminology
Supervise daily telephone operator operations across all shifts/ scheduling and timecard audits for payroll
Prepare and manage schedules, rotations, and leave coverage
Ensure continuous coverage during absences and emergencies
Train and onboard new operators
Monitor call handling quality and performance
Address performance issues and correct deficiencies
Maintain personnel rosters and compliance documentation
Serve as liaison with VA Point of Contact
Ensure HIPAA, VA policy, and security compliance
Support quality assurance and performance reviews
Perform operator duties as needed

Required Qualifications:
High school associates degree preferred)
3+ years of call center or telecommunications experience
Prior supervisory or lead experience preferred
Medical or hospital call center experience preferred
Strong leadership and organizational skills
Ability to obtain and maintain VA security clearance
Proficiency with Microsoft Office

Work Environment:
On-site medical facility
Rotating shifts as operationally required
Supervisory responsibility in a mission-critical environment

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