24/7 Healthcare Telephone Operator & Switchboard

Iaw, Inc.; Erie (Erie County); On-site; USD 32,000 - 44,000; Full time

Job summary

Innovation At Work, Inc. seeks a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center.

You will answer, route, and process calls while delivering exceptional customer service in a fast-paced healthcare environment. Responsibilities include operating Cisco equipment, ACD, paging systems, maintaining directories, and protecting patient privacy under HIPAA.

Qualifications

• High School Diploma or GED.
• 1-2 years of call center, switchboard, customer service, or telephone operator experience.
• Knowledge of medical terminology preferred.
• Strong verbal communication and customer service skills.
• Ability to multitask in a high-volume environment.
• Basic computer proficiency: Outlook, Word, Excel, Teams.
• Ability to remain calm during emergency situations.
• Ability to operate multi-line telephone systems.
• Must pass background investigation and VA credentialing.
• Eligible for VA security clearance and identification.
• Complete HIPAA, Privacy, and Information Security training.
• Day, evenings, nights, weekends, holidays, rotating shifts.

Responsibilities

• Answer and process all incoming calls.
• Transfer calls using computerized system.
• Provide information and direct callers to appropriate departments.
• Operate Cisco equipment, paging, and ACD.
• Monitor emergency alarms and VA procedures.
• Respond to emergency calls within required times.
• Maintain directories for patients and staff.
• Document equipment malfunctions and submit service requests.
• Assist hospital staff with placing outgoing calls.
• Maintain professionalism with distressed callers.
• Use Outlook, Word, Excel, Teams.
• Protect patient privacy per HIPAA.
• Complete VA security, privacy, safety training.
• Perform other telecommunications duties.

Skills

Verbal communication

Customer service

Multitasking

Confidentiality

Attention to detail

Education

High School Diploma or GED

Tools

Cisco telephone system

ACD systems

Public address systems

Two-way radios

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Innovation At Work, Inc. seeks a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center.

You will answer, route, and process calls while delivering exceptional customer service in a fast-paced healthcare environment. Responsibilities include operating Cisco equipment, ACD, paging systems, maintaining directories, and protecting patient privacy under HIPAA.