Job Description

Innovation At Work, Inc. (IAW) is seeking professional Telephone Operators/Switchboard Operators to provide 24-hour telephone communication services for the VA Central California Health Care System in Fresno, California.

The Telephone Operator serves as the primary point of contact for patients, visitors, employees, emergency responders, and outside agencies by answering, routing, and processing incoming telephone calls while maintaining exceptional customer service and ensuring timely response to emergency communications.

This position operates in a fast-paced healthcare environment requiring professionalism, excellent communication skills, attention to detail, and the ability to remain calm during emergency situations.

Essential Duties and Responsibilities

• Answer and process high volumes of incoming telephone calls courteously, professionally, and efficiently.
• Route incoming calls to the appropriate clinics, departments, providers, and personnel.
• Operate Cisco telephone consoles, automated call distribution systems, and paging systems.
• Broadcast emergency overhead pages and emergency notifications.
• Respond appropriately to emergency alarms, Code Blue, fire alarms, disaster notifications, bomb threats, and other emergency communications.
• Operate radio communication systems as required.
• Assist patients, visitors, employees, and outside agencies with telephone assistance and general information.
• Enter and relay messages through the VA messaging system.
• Maintain accurate records of telephone equipment malfunctions and service issues.
• Report telephone system problems to appropriate VA personnel.
• Maintain confidentiality of patient and employee information in accordance with HIPAA, Privacy Act, and VA regulations.
• Follow established emergency procedures and communication protocols.
• Maintain professionalism during periods of heavy call volume and emergency operations.
• Work collaboratively with VA staff to ensure uninterrupted communication services.
• Perform other related duties as assigned.

Minimum Qualifications

• High School Diploma or GED.
• Minimum one (1) year of experience in a telephone operator, switchboard, call center, receptionist, healthcare communications, customer service, or similar environment.
• Excellent verbal communication and customer service skills.
• Ability to multitask in a fast-paced environment.
• Ability to operate multiple computer applications simultaneously.
• Strong attention to detail.
• Ability to remain calm during emergencies.
• Ability to obtain and maintain all VA background investigation and credentialing requirements.
• Must be legally authorized to work in the United States.

Preferred Qualifications

• Previous VA or hospital switchboard experience.
• Experience operating Cisco telephone systems.
• Experience with automated call distribution (ACD) systems.
• Experience using overhead paging systems.
• Medical terminology knowledge.
• Experience handling emergency communications.

Schedule

• 24 hours per day
• 7 days per week
• Rotating shifts
• Days, evenings, nights
• Weekends and holidays required

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