Switchboard Operators- Palo Alto Health Care System

Job Description

Job Description

Position SummaryValCorp is seeking reliable, courteous, and professional Switchboard Operators to support the VA Palo Alto Health Care System. Operators manage incoming calls, emergency notifications, paging systems, and communication routing in a high-tempo medical environment while maintaining professionalism and accuracy at all times.Essential Duties and ResponsibilitiesAnswer incoming calls promptly, within required timeframes, and route callers to the appropriate department, extension, or resource.Operate Cisco Finesse System phones, land lines, paging systems, radios, and other designated communication equipment.Respond immediately to emergency codes, alarms, critical notifications, and other urgent communication requirements.Assist staff and patients with outgoing calls, including EIS and commercial calls as permitted by procedure.Maintain logs of equipment malfunctions, call issues, or system concerns and report issues to VA OIT or designated personnel.Prevent unauthorized long-distance, collect, or otherwise prohibited calls in accordance with established procedures.Index patient and employee locations using approved computer systems and maintain accurate routing information.Follow established bomb threat, fire, disaster, emergency, and escalation procedures.Maintain courteous, clear, and professional communication with callers, staff, patients, and visitors at all times.Minimum QualificationsHigh school diploma or equivalent.Strong communication, customer service, and telephone etiquette skills.Ability to work nights, weekends, holidays, and varying shifts based on operational needs.Ability to obtain a VA badge and successfully complete required background checks.Basic computer proficiency and ability to use communication-related systems accurately.Ability to remain calm, professional, and responsive during emergency or high-volume situations.Preferred QualificationsPrior switchboard, telephone operator, call center, or dispatch-related experience.Experience in medical, hospital, government, or other regulated service environments.Familiarity with Cisco Finesse or similar telephone and call-routing systems.Preferred CompetenciesCall routing and communication accuracyProfessional telephone etiquetteEmergency response supportComputer and system navigationReliability, punctuality, and attention to detailAll Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).