Job Description

Innovation At Work, Inc. (IAW) is seeking professional and customer-focused Telephone Switchboard Operators to support the Miami VA Medical Center. This position is responsible for operating the hospital switchboard, answering and routing incoming calls, responding to emergency notifications, providing paging services, and delivering exceptional customer service to Veterans, visitors, and staff.

Operators must maintain professionalism, accuracy, confidentiality, and the ability to remain calm during emergency situations while working in a fast-paced healthcare environment.

Essential Duties

• Answer and route incoming telephone calls promptly and courteously. 
• Respond to operator-assisted calls within established performance standards. 
• Transfer calls to the appropriate department or individual. 
• Provide general hospital information and directions. 
• Process emergency calls including:
  • STEMI Alerts 
  • Stroke Alerts 
  • Fire Alarms 
  • Telephone System Alarms 
  • Suicide Crisis Calls 
• Operate paging and overhead announcement systems. 
• Notify Police, Security, Telecommunications, and other emergency personnel when required. 
• Maintain operator logs and document unusual incidents. 
• Report equipment malfunctions immediately. 
• Maintain confidentiality of patient and facility information. 
• Follow all VA policies, procedures, and security requirements. 
• Demonstrate professionalism and excellent customer service at all times.

Required Qualifications

• High school diploma or GED. 
• Minimum one (1) year of switchboard, call center, receptionist, or customer service experience. 
• Excellent verbal communication skills. 
• Ability to type and navigate multiple computer systems simultaneously. 
• Ability to multitask in a fast-paced environment. 
• Ability to remain calm during emergencies. 
• Must successfully complete required background investigation. 
• Must be able to read, write, and speak English fluently. 

Preferred Qualifications

• Hospital or healthcare switchboard experience. 
• Experience with automated call distribution (ACD) systems. 
• Experience operating paging or emergency notification systems.

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