Supervisor/ Lead Operator VA Switchboard Operator

Telephone Services Supervisor

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

Requirements

High school associate's 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