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

Innovation At Work Inc; Fresno (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Innovation At Work, Inc. (IAW) seeks professional Telephone Operators/Switchboard Operators to provide 24-hour telephone services for the VA Central California Health Care System in Fresno, California.

The role is the first point of contact for patients, visitors, employees, emergency responders, and external agencies, requiring calm, clear communication, accuracy, and strong customer service in a fast-paced healthcare setting.

Qualifications

• High School Diploma or GED is required.
• 1+ year experience in telephone operator, switchboard, call center or healthcare communications.
• Excellent verbal communication and customer service.
• Ability to multitask in a fast-paced environment.
• Ability to operate multiple computer applications simultaneously.
• Maintain confidentiality per HIPAA and VA regulations.
• Must be legally authorized to work in the United States.

Responsibilities

• Answer and process high volumes of incoming telephone calls courteously and efficiently.
• Route calls to clinics, departments, providers, and personnel.
• Operate Cisco consoles, ACD systems, and paging systems.
• Broadcast emergency pages and notifications.
• Respond to emergency alarms and communications.
• Assist patients and visitors with telephone assistance and information.
• Enter and relay messages through the VA messaging system.
• Maintain records of equipment malfunctions and service issues.
• Report system problems to VA personnel.

Skills

Verbal communication

Customer service

Multitask

Attention to detail

Emergency calmness

Education

High School Diploma or GED

Tools

Cisco telephone systems

ACD systems

VA messaging system

Job description

Description

Innovation At Work, Inc. (IAW) is seeking professional Telephone Operators/Switchboard Operators to provide 24-hour telephone communication services for the VA Central California Health Care System in Fresno, California.

The Telephone Operator serves as the primary point of contact for patients, visitors, employees, emergency responders, and outside agencies by answering, routing, and processing incoming telephone calls while maintaining exceptional customer service and ensuring timely response to emergency communications.

This position operates in a fast-paced healthcare environment requiring professionalism, excellent communication skills, attention to detail, and the ability to remain calm during emergency situations.

Essential Duties and Responsibilities

• Answer and process high volumes of incoming telephone calls courteously, professionally, and efficiently.
• Route incoming calls to the appropriate clinics, departments, providers, and personnel.
• Operate Cisco telephone consoles, automated call distribution systems, and paging systems.
• Broadcast emergency overhead pages and emergency notifications.
• Respond appropriately to emergency alarms, Code Blue, fire alarms, disaster notifications, bomb threats, and other emergency communications.
• Operate radio communication systems as required.
• Assist patients, visitors, employees, and outside agencies with telephone assistance and general information.
• Enter and relay messages through the VA messaging system.
• Maintain accurate records of telephone equipment malfunctions and service issues.
• Report telephone system problems to appropriate VA personnel.
• Maintain confidentiality of patient and employee information in accordance with HIPAA, Privacy Act, and VA regulations.
• Follow established emergency procedures and communication protocols.
• Maintain professionalism during periods of heavy call volume and emergency operations.
• Work collaboratively with VA staff to ensure uninterrupted communication services.
• Perform other related duties as assigned.

Requirements

Minimum Qualifications

• High School Diploma or GED.
• Minimum one (1) year of experience in a telephone operator, switchboard, call center, receptionist, healthcare communications, customer service, or similar environment.
• Excellent verbal communication and customer service skills.
• Ability to multitask in a fast-paced environment.
• Ability to operate multiple computer applications simultaneously.
• Strong attention to detail.
• Ability to remain calm during emergencies.
• Ability to obtain and maintain all VA background investigation and credentialing requirements.
• Must be legally authorized to work in the United States.

Preferred Qualifications

• Previous VA or hospital switchboard experience.
• Experience operating Cisco telephone systems.
• Experience with automated call distribution (ACD) systems.
• Experience using overhead paging systems.
• Medical terminology knowledge.
• Experience handling emergency communications.

Schedule

• 24 hours per day
• 7 days per week
• Rotating shifts
• Days, evenings, nights
• Weekends and holidays required