Telephone Operator

Department of Veterans Affairs

The primary purpose of this position is to provide comprehensive telephone and telecommunication support to the Marion VA Medical Center and all associated sites. This position is organizationally located within the Telephone Operator section of the Health Administration Service (HAS) of Marion VA Healthcare System (MVAHCS). Positions are geographically located at the Marion VA main campus.

• ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include, but may not be limited to the following: Processes incoming, outgoing, networked, and intraoffice calls regarding hospital services, patient information, and providing emergency notification information. Receives, interviews, interprets, and directs incoming and outgoing telephone requests to proper locations. Provides technical and administrative assistance to all services of the hospital and health care system with routing calls to locations, making overhead announcements, and coordinating with emergency services as needed. Assists with the training of newly hired telephone operators, volunteers, and students, etc. in department procedures and telecommunications equipment. Processes a variety of calls including difficult calls (threatening, abusive, suicidal, or distraught callers) requiring appropriate action to ensure callers receive the assistance needed. Maintains courteous and prompt assistance when directing difficult calls and uses personal judgement to complete these calls. Initiates emergency notifications for Code emergencies and Rapid Response as needed. Contacts the appropriate personnel to respond to emergent situations by following established procedures, protocols, and policies. Performs other related duties as assigned. Work Schedule: Full time, Monday - Friday tour varies between 7:00am-4:30pm, will be discussed during the interview process. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved. Telework: This position may be authorized for Ad hoc telework. Ad hoc is defined as occasional, non-recurring telework. Telework eligibility will be discussed during the interview process.

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