Innovation At Work, Inc. (IAW) is seeking a professional and customer-focused Full-Time Switchboard Operator (9:00 AM–5:00 PM rotational weekends and holidays) to support operations at the Hampton VA Medical Center. The Switchboard Operator serves as the primary communication link between patients, visitors, clinical staff, and healthcare providers by receiving, processing, and routing incoming calls while ensuring accurate and timely communication. The successful candidate will provide exceptional customer service, maintain professional telephone etiquette, and support critical communication operations in a fast-paced healthcare environment.

Essential Duties and Responsibilities

• Receive and answer incoming telephone calls promptly and professionally.
• Transfer calls accurately to the appropriate departments, clinics, physicians, and staff members.
• Conduct warm transfers as required to ensure callers are successfully connected.
• Provide general and specific information regarding hospital departments, clinic locations, and medical center services.
• Operate telephone consoles, paging systems, and communication equipment.
• Initiate emergency communication procedures and overhead paging announcements as necessary.
• Respond to emergency situations including:
  • Code Blue notifications
  • Emergency alerts
  • Fire drills
  • Disaster notifications
  • Threat calls
  • Suicidal caller procedures
• Maintain and utilize current on-call schedules, notification rosters, and department directories.
• Assist providers and healthcare personnel with paging and notification processes.
• Document and maintain operational logs and reports including:
  • Unusual Event Logs
  • Telephone Trouble Reports
  • Code Blue/Cardiac Arrest Logs
  • Daily operational documentation
• Follow approved communication scripts and established procedures.
• Maintain confidentiality and comply with HIPAA, VA privacy requirements, and security policies.
• Work collaboratively with supervisors and team members to ensure uninterrupted service operations.
• Perform additional related duties as assigned.

Education

• High School Diploma or GED required.

Experience

• Minimum one (1) year of experience in customer service, switchboard operations, call center support, healthcare administration support, or related experience preferred.

Skills and Abilities

• Strong verbal and written communication skills.
• Ability to communicate clearly and professionally in English.
• Excellent customer service and interpersonal skills.
• Ability to operate multiple telephone lines and computer systems simultaneously.
• Ability to remain calm and effective during stressful and emergency situations.
• Strong attention to detail and organizational abilities.
• Ability to prioritize tasks and manage high call volumes.
• Basic computer proficiency, including:
  • Microsoft Word
  • Microsoft Outlook
  • Internet-based applications
  • Data entry systems

Additional Requirements

• Ability to successfully complete background investigation and fingerprint requirements.
• Ability to complete all required VA security and privacy training.
• Must maintain confidentiality of patient and organizational information.
• Must maintain professional appearance and conduct.
• Ability to sit for extended periods while using communication equipment and computers.
• Must be dependable with excellent attendance and punctuality.