Telephone Operator / Switchboard Operator (11:00pm-7:00am) Shift

Iaw, Inc.; Erie (Erie County); On-site; USD 32,000 - 42,000; 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 be the first contact for Veterans, visitors, and staff, answering, routing, and processing calls with a focus on exceptional customer service. The role operates in a fast-paced healthcare environment, requiring confidentiality and accuracy, and involves coordinating with multiple departments and using standard office software and

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 emergencies.
• Ability to operate multi-line telephone systems.
• Must pass background investigation and VA credentialing.
• Must be eligible for VA security clearance and HIPAA training.
• Ability to work days, evenings, nights, weekends, holidays, and rotating shifts.

Responsibilities

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

Skills

Call center

Customer service

Multitasking

Emergency handling

HIPAA awareness

Education

High School Diploma or GED

Tools

Outlook

Word

Excel

Teams

Cisco phone system

ACD

Job description

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 will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.

This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy.

Essential Duties and Responsibilities

• Answer and process all incoming internal and external telephone calls.
• Transfer calls accurately using a computerized telephone system.
• Provide information and direct callers to the appropriate departments.
• Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems.
• Monitor emergency alarms and announce emergency codes following VA procedures.
• Respond to emergency calls within required response times.
• Operate public address systems and two-way radios.
• Maintain patient and employee location directories.
• Document equipment malfunctions and submit service requests.
• Assist hospital staff with placing outgoing calls.
• Maintain professionalism while handling difficult or distressed callers.
• Utilize Microsoft Outlook, Word, Excel, and Teams.
• Protect patient privacy and comply with HIPAA requirements.
• Complete all required VA security, privacy, and safety training.
• Perform additional telecommunications support duties as assigned.

Requirements

Minimum Qualifications

• High School Diploma or GED.
• Minimum of 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 as required.
• Must maintain professionalism, confidentiality, and excellent attendance.