Telephone Operator / Switchboard Operator (3:00pm-11:00pm) Shift

A Hiring Company; Erie (Erie County); On-site; USD 36,000 - 52,000; Full time

Job summary

A Hiring Company in the United States seeks a telecommunication specialist to support hospital operations in Erie. You will handle inbound/outbound calls, route to appropriate departments, and operate Cisco systems, paging, and ACD to maintain smooth communications.

This role requires HIPAA awareness, ability to work in emergencies, and flexibility across day, evening, night, and weekend shifts. Prior medical terminology knowledge is preferred, with strong customer service skills.

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 as required.
• Must maintain professionalism, confidentiality, and excellent attendance.

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.

Skills

Call center experience

Multitasking

Verbal communication

HIPAA compliance

Medical terminology

Education

High School Diploma or GED

Tools

Cisco telephone system

ACD systems

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

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.

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.