Job Description

Innovation At Work, Inc. (IAW) is seeking professional and customer-focused Telephone Operators/Switchboard Operators to support the Department of Veterans Affairs Medical Center in Miami, Florida. The Telephone Operator is responsible for providing continuous telephone communications support by answering and routing incoming calls, processing emergency notifications, operating switchboard equipment, and delivering exceptional customer service to patients, visitors, and VA staff.

The selected candidate will:

• Answer and process incoming internal and external telephone calls in a courteous and professional manner.
• Route calls accurately to the appropriate departments, clinics, physicians, and administrative personnel.
• Operate computerized telephone systems, switchboard equipment, and associated communications systems.
• Process emergency calls, overhead paging announcements, and emergency code notifications in accordance with VA procedures.
• Assist patients, visitors, and employees by providing accurate information and telephone assistance.
• Maintain confidentiality and comply with all HIPAA, VA, and company policies.
• Report communications equipment malfunctions and assist with maintaining operational continuity.
• Perform additional telephone operator duties as assigned.
• Work rotating shifts to ensure uninterrupted 24-hour, 7-day-a-week coverage, including weekends and Federal holidays.

Applicants should possess the following qualifications:

• High School Diploma or GED required.
• Minimum one (1) year of experience in a switchboard, call center, receptionist, customer service, or healthcare communications environment preferred.
• Excellent verbal communication and interpersonal skills.
• Strong customer service and telephone etiquette.
• Ability to multitask while handling a high volume of incoming calls.
• Basic computer proficiency and ability to learn computerized telephone systems.
• Ability to remain calm and professional during emergency situations.
• Ability to work flexible schedules, including days, evenings, nights, weekends, and holidays.
• Must successfully pass all required background investigations, credentialing, and onboarding requirements.
• Ability to maintain confidentiality and comply with HIPAA and Department of Veterans Affairs policies.
• Dependable attendance and the ability to work independently and as part of a team.

PI5710b7e61da3-30492-41218207

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