24/7 Switchboard Operator — Healthcare & Emergency Support

Iaw, Inc.; Erie (Erie County); On-site; USD 32,000 - 42,000; Full time

Job summary

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

The successful candidate serves as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing calls while upholding confidentiality and accuracy in a fast-paced healthcare environment.

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, including Microsoft Outlook, Word, Excel, and Teams.
• Ability to remain calm during emergency situations.
• Ability to accurately operate multi-line telephone systems.
• Must successfully pass required background investigation and VA credentialing.
• Must be eligible to obtain and maintain VA security clearance and identification.
• Must complete all required HIPAA, Privacy, and Information Security training.
• Ability to work days, evenings, nights, weekends, holidays, and rotating shifts.
• Must maintain professionalism, confidentiality, and excellent attendance.

Responsibilities

• Answer and process all incoming calls.
• Transfer calls using a computerized system.
• Provide information and direct callers to departments.
• Operate Cisco equipment, paging systems, and ACD systems.
• Monitor emergency alarms and VA procedures.
• Respond to emergency calls promptly.
• Operate public address systems and two-way radios.
• Maintain patient and employee location directories.
• Document equipment malfunctions and submit service requests.
• Assist staff with placing outgoing calls.
• Maintain professionalism with distressed callers.
• Use Outlook, Word, Excel, and Teams.
• Protect patient privacy and HIPAA compliance.
• Complete VA security, privacy, and safety training.
• Provide additional telecom support as assigned.

Skills

Call center experience

Switchboard operations

Customer service

Telephone operator

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

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

The successful candidate serves as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing calls while upholding confidentiality and accuracy in a fast-paced healthcare environment.