Job Description

Telephone Operator

Innovation At Work, Inc. is seeking a dependable Telephone Operator to provide on-site telephone and telecommunications support at the Kansas City VA Medical Center. The employee will answer, process, and accurately route internal and external calls while providing professional service to Veterans, visitors, employees, and healthcare providers.

Availability: Rotating weekends and federal holidays required

Primary Responsibilities

• Answer incoming calls promptly, professionally, and courteously.
• Identify callers' needs and accurately transfer calls to the appropriate department or individual.
• Operate VA telephone, paging, radio, alarm, and emergency-notification systems.
• Process emergency calls, Code Blue alerts, bomb threats, fire notifications, disaster communications, and other urgent situations according to established procedures.
• Assist callers who may be distressed, confused, threatening, or experiencing an emergency.
• Maintain call logs, alarm records, messages, service requests, and equipment-malfunction reports.
• Maintain accurate directories, call lists, pager lists, and related electronic records.
• Monitor telephone and communications equipment and promptly report malfunctions.
• Protect Veteran, employee, and Government information.
• Follow all HIPAA, privacy, security, safety, and VA requirements.
• Remain at the assigned workstation until properly relieved.
• Participate in required VA and company training.
• Provide coverage on weekends, federal holidays, or other tours when scheduled.

Performance Standards

• Maintain an average speed of answer of 10 seconds or less.
• Ensure no individual call rings longer than 30 seconds before being answered.
• Help maintain an average call-abandonment rate below 5%.
• Maintain accurate and professional call handling during routine and emergency operations.

Requirements

• High school diploma or equivalent.
• One to two years of call-center, switchboard, telephone-operator, receptionist, or customer-service experience.
• Working knowledge of medical terminology preferred.
• Ability to speak, read, write, and understand English fluently.
• Basic proficiency with Microsoft Outlook, Word, Excel, and electronic systems.
• Strong communication, customer-service, multitasking, and problem-solving skills.
• Ability to remain calm and professional during emergencies and high-volume periods.
• Ability to obtain and maintain all required VA identification, suitability, security, and system access.

This position is considered essential under VA disaster-readiness requirements.

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