Telephone Operator

U.S. Department of Veterans Affairs; San Juan (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

The U.S. Department of Veterans Affairs—San Juan VA Healthcare System is seeking a Telephone Operator to serve as a frontline contact point for patients and the community.

This on-site role handles a full range of calls, routes inquiries, and supports emergency communications across several clinics. Responsibilities include greeting visitors, providing facility directions, monitoring alarms, and maintaining calm, professional conduct in high-volume, stressful situations.

Qualifications

• FLUENCY: English language – both spoken and written.
• SPANISH LANGUAGE REQUIREMENT: Fluency in Spanish – speaking, listening, reading, and writing.
• EDUCATION: Two years of education beyond high school in any field; transcripts required.

Responsibilities

• Operates a telephone system handling local and long-distance calls.
• Maintains a Veteran-centered customer service approach.
• Greets customers at the Information Desk and provides accurate facility information.
• Monitors the Patient Assistance Alarm Board and reports alarms as needed.
• Performs emergency announcements and reports to Police Dispatch and supervisor.
• Works Monday–Friday 8:00am–4:30pm with potential rotation for weekends/holidays.

Skills

English proficiency

Spanish proficiency

Customer service

Education

Two years of education beyond high school

Job description

Summary

This Telephone Operator position is within the Health Administration Services at the San Juan VA Healthcare System to include several Community Based Outpatient Clinics. The Telephone Operator serves in a critical front-line role to patient and community access and manages telephone calls to the facility - to include external calls to the facility as well as internal service to service telephone transfers.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement. English Language Requirement: You must be fluent in spoken and written English - including speaking - listening comprehension - reading - and writing to meet the requirements of this position. -AND- Spanish Language Requirement: You must be fluent in spoken and written Spanish - including speaking - listening comprehension - reading - and writing to meet the requirements of this position. -AND- You may qualify at the GS-4 level if you fulfill one of the following qualifications:

• GENERAL EXPERIENCE: One (1) year of general experience that equipped you with the knowledge - skills - and abilities needed to successfully perform the duties of this position. General experience is progressively responsible clerical - office - or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.
• EDUCATION: Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial or technical school. (TRANSCRIPTS REQUIRED)
• COMBINATION: Equivalent combinations of education and general experience (as described above) to meet the requirements at the GS-4 level. (TRANSCRIPTS REQUIRED)

You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical) Information Management Technical Competence Telecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience - including volunteer work done through National Service programs (e.g. - Peace Corps - AmeriCorps) and other organizations (e.g. - professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies - knowledge - and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience - including volunteer experience. Physical Requirements: The work is usually sedentary but may involve some standing and walking to consult directories and manuals. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Duties

• ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major duties and responsibilities include: Operates a telephone system that handles a full range of telephone calls - including local and long distance
• Operates a telephone system with a Veteran's Centered customer service approach that connects all customers with their desired request
• Deals with a high volume of phone calls and/or situations simultaneously
• Remains calm and professional in stressful situations and has quick decision-making skills
• Greets customers presenting to the Information Desk and provides accurate information regarding the medical facility
• Provides assistance with questions customers may have and provides facility directions - as needed - to customers
• Monitors and silences the Patient Assistance Alarm Board
• Reports alarms to appropriate personnel for action
• Makes emergency announcements using the overhead paging system that require immediate responses from facility
• Reports all emergency situations to Police Dispatch and their supervisor
• Reports telephone trouble to appropriate personnel as needed - for corrective action
• Performs other duties as assigned
• Work Schedule: Monday-Friday 8:00am-4:30pm
• As operations expand - the schedule is expected to include rotation - shift work - weekends - and holidays
• Applicants must be available to work these schedules as operational needs require
• Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved