Hospital Switchboard & Emergency Communications Operator

Quality Innovation, Inc.; Palo Alto (CA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Paid time off and holidays

Medical, dental, and vision insurance

401(k) with company match

Life and disability insurance

Professional development and training

Job summary

Quality Innovation, Inc. (Qi2) is seeking reliable, customer-focused Switchboard Operators to support the Palo Alto VA Health Care System.

This position plays a critical role in ensuring uninterrupted communications for one of the Department of Veterans Affairs' premier medical centers. You will answer and route calls, operate Cisco Finesse telephony, overhead paging systems, and handling emergency notifications while providing exceptional service to patients, visitors, and VA staff.

Qualifications

• High school diploma or equivalent.
• 1 year of switchboard, call center, or similar experience preferred.
• Excellent verbal communication and telephone etiquette.
• Strong customer service and interpersonal skills.
• Basic computer proficiency and multi-system navigation.
• Ability to stay calm during emergencies and high-volume calls.
• Ability to obtain VA PIV badge and pass background checks.

Responsibilities

• Answer all incoming calls promptly, courteously, and professionally.
• Route callers to the correct department, clinic, or extension.
• Operate Cisco Finesse and paging systems and other communications equipment.
• Respond to emergency codes, disaster notifications, and alarms.
• Assist with local, long-distance, and authorized government calls.
• Maintain logs of equipment issues and service interruptions.
• Report equipment problems to VA personnel as required.
• Prevent unauthorized long-distance or collect calls per policy.
• Use directories to locate patients, staff, and departments.
• Follow procedures for bomb threats, emergencies, and fire response.
• Maintain confidentiality and deliver excellent customer service.

Skills

Customer service

Communication

Telephone etiquette

Multitasking

Critical thinking

Decision making

Teamwork

Education

High school diploma or equivalent

Tools

Cisco Finesse

Job description

Quality Innovation, Inc. (Qi2) is seeking reliable, customer-focused Switchboard Operators to support the Palo Alto VA Health Care System.

This position plays a critical role in ensuring uninterrupted communications for one of the Department of Veterans Affairs' premier medical centers. You will answer and route calls, operate Cisco Finesse telephony, overhead paging systems, and handling emergency notifications while providing exceptional service to patients, visitors, and VA staff.