Telephone Operator / Switchboard Operator (11:00pm-7:00am) Shift

Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center . The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.

This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy.

Essential Duties and Responsibilities:

• Answer and process all incoming internal and external telephone calls.
• Transfer calls accurately using a computerized telephone system.
• Provide information and direct callers to the appropriate departments.
• Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems.
• Monitor emergency alarms and announce emergency codes following VA procedures.
• Respond to emergency calls within required response times.
• Operate public address systems and two-way radios.
• Maintain patient and employee location directories.
• Document equipment malfunctions and submit service requests.
• Assist hospital staff with placing outgoing calls.
• Maintain professionalism while handling difficult or distressed callers.
• Utilize Microsoft Outlook, Word, Excel, and Teams.
• Protect patient privacy and comply with HIPAA requirements.
• Complete all required VA security, privacy, and safety training.
• Perform additional telecommunications support duties as assigned.

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