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

Innovation At Work Inc; Erie (Erie County); On-site; USD 25,000 - 32,000; Full time

Job summary

Innovation At Work, Inc. seeks a Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center. You will be the first point of contact for Veterans, visitors, and staff by answering, routing, and processing calls with exceptional customer service.

This fast-paced healthcare role requires professionalism, confidentiality, and accuracy. You will operate Cisco equipment, monitor alarms, and ensure timely emergency response while maintaining HIPAA

Qualifications

• High school diploma or GED required.
• 1–2 years call center, switchboard, customer service, or telephone operator experience preferred.
• Knowledge of medical terminology is a plus.
• Strong verbal communication and customer service skills.
• Ability to multitask in a high-volume environment.
• Proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Must be able to operate multi-line phone systems calmly during emergencies.
• Must pass background investigation and VA credentialing; eligible for VA security clearance.
• Willingness to work days, evenings, nights, weekends, holidays, and rotating shifts.
• Maintain professionalism, confidentiality, and attendance.

Responsibilities

• Answer and process all incoming calls.
• Route calls accurately using a computerized phone system.
• Provide information and direct callers to the appropriate departments.
• Operate Cisco equipment, paging systems, and ACD systems.
• Monitor emergency alarms and announce emergency codes per VA procedures.
• Respond to emergency calls within required times.
• Operate PA systems and two-way radios.
• Maintain patient and employee location directories.
• Document equipment malfunctions and submit service requests.
• Assist hospital staff with outgoing calls.
• Protect patient privacy and comply with HIPAA.

Skills

Verbal communication

Customer service

Multitasking

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

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.