Telephone Operator

Job Title

Telephone Operator

Duties

Duties include, but are not limited to:

• Provides a welcoming and positive first impression of MVAHCS by processing incoming, outgoing, networked, and intraoffice calls regarding hospital services, patient information, and providing emergency notification information.
• Provides telecommunication services as the sole Operator for the medical center and associated sites when a scheduled workday falls on a federal holiday.
• Receives, interviews, interprets, and directs incoming and outgoing telephone requests to proper locations.
• Utilizes designated phonebook software and locally developed phonebook applications to retrieve appropriate and correct information and locations when completing call transfers.
• Receives routine patient condition inquiries from concerned families and the general public.
• Maintains Veteran confidentiality under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, and Department of Veterans Affairs statutes and policies.
• Assists with the training of newly hired telephone operators, volunteers, and students, etc. in department procedures and telecommunications equipment.
• Provides technical and administrative assistance to all services of the hospital and health care system including the Administrative Officer of the Day, the Medical Officer of the Day, and the Nursing Supervisor with routing calls to locations, making overhead announcements, and coordinating with emergency services as needed.
• Processes a variety of calls including difficult calls (threatening, abusive, suicidal, or distraught callers) requiring appropriate action to ensure callers receive the assistance needed.
• Follows the appropriate protocol for handling callers that may be threatening, abusive, or distraught. Maintains contact with the caller in order to coordinate assistance with local authorities or health system personnel.
• Maintains courteous and prompt assistance when directing difficult calls and uses personal judgement to complete these calls.

Work Schedule: Monday - Friday Various hours between 7:00am - 4:30pm

Telework: Position may be eligible for ADHOC Telework, at managers discretion.

Virtual: This is not a virtual position.

Position Description/PD#: Telephone Operator/ PD10560A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized