Telephone Operator- Palo Alto Health Care System

Job Description

Job Description

Position SummaryValCorp is seeking reliable, courteous, and professional Telephone Operators to provide continuous 24/7/365 switchboard coverage for the VA Palo Alto Health Care System. Operators support incoming and outgoing calls, emergency code notifications, paging systems, and critical communications across a large federal healthcare environment.Essential Duties and ResponsibilitiesAnswer all incoming calls within three (3) rings while providing professional, courteous service.Route calls throughout the VA Palo Alto Health Care System accurately and efficiently.Operate Cisco Finesse System phones, land lines, digital paging, overhead paging, pocket paging, and code-paging systems.Receive and process emergency alarms, codes, bomb threats, fires, disasters, and critical notifications.Assist staff and patients with outgoing calls, including commercial and EIS calls as permitted by procedure.Maintain logs of telephone equipment malfunctions and report issues to VA OIT or designated personnel.Index patient and employee locations using computer terminals and approved systems.Follow VA emergency communication procedures, threat protocols, and escalation requirements.Maintain compliance with Privacy Act and FOIA requirements when handling information.Wear VA-issued identification badge at all times while performing assigned duties.Minimum QualificationsExperience in call centers, dispatch, switchboard operations, telephone operations, or similar roles.Ability to remain calm and professional during emergencies and high-volume periods.Strong verbal communication, customer service, and telephone etiquette skills.Basic computer proficiency and ability to learn VA systems.Ability to work rotating shifts, weekends, nights, and federal holidays.Must successfully complete VA background check and credentialing requirements.Must maintain automobile liability insurance to park on VA property, if applicable.Preferred QualificationsHealthcare communications or federal facility experience.Familiarity with Cisco Finesse or similar call management systems.Prior emergency communications or dispatch experience.Preferred CompetenciesCall routing and communication accuracyEmergency communication and escalation supportCustomer service professionalismComputer and system navigationReliability, confidentiality, 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).