Department of Veterans Affairs
The Telephone Operator position is within the Health Administration Service at the San Juan VA Healthcare System to include several Community Based Outpatient Clinics. The Telephone Operator serves in a critical front-line role to patient and community access. The Telephone Operator manages telephone calls to the facility, to include external calls to the facility as well as internal service to service telephone transfers.
- Major duties but are not limited to : Operates the facility s telephone system to manage a full range of incoming and outgoing calls including local long-distance routinely complex priority and emergency calls. Make emergency overhead announcements and reports emergencies to Police Dispatch and supervisor immediately. Uses alternative routing methods when normal switchboard operations fail including conferencing calls when required. Provides veteran-centered customer service including accurate facility directions. Reports telephone system issues or malfunctions to the appropriate personnel for corrective actions. Interviews callers to obtain sufficient information to determine the correct department service line or point of contact to meet the caller s needs. Routes calls accurately based on caller information facility service lines call priority level. Monitor and silence the Patient Assistance Alarm Board and the Medical Gas Alarm System. Work Schedule: Multiple TODs beginning at 6:00am ending at 12Noon and weekends Telework: Not authorized Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD13461A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not Authorized
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