Supervisory Telephone Operator

Veterans Health Administration • Cleveland, OH

5d • Onsite

About The Position

The VA Northeast Ohio Healthcare System is hiring a Supervisory Telephone Operator in Patient Care Administrative Service. The position supervises telephone operators and oversees telephone operator functions, working with operators, medical staff, and administrative support on procedures, policies, directives, after-hours patient care, and general telephone services. It manages telephone operator administrative functions and collaborates with the Communications Specialist and Assistant Chiefs of Patient Care Administrative Service on patient-related technology support for medical campaigns and clinical programs.

The role supervises office, administrative, and telephone customer care employees; sets work priorities and goals; distributes assignments equitably; and ensures work is timely and meets quality standards. It participates in management discussions, decisions, and policy making related to telephone operations, and coordinates telecommunications activities with medical center management, supervisors, and other departments. The operator generates operational reports, maintains on-call and contact information, communicates procedure changes and bulletins, and coordinates emergency communications, drills, and exercises. The position also trains or arranges training for employees and provides or obtains technical and administrative guidance.

This is a full-time, non-virtual position with a Monday–Friday schedule from 7:30 a.m. to 4:00 p.m. The work is sedentary and primarily performed in an office setting.

Requirements

• One year of specialized experience equivalent to at least GS-6, including experience leading a team and knowledge of telecommunications operations.
• Experience or knowledge involving telephone operational reports, on-call and contact information, real-time procedure changes, communication bulletins, emergency communications, drills, and exercises.
• Working knowledge of centralized automated telephone systems, including international calling and local telephone service systems, and personal computers and administrative procedures.
• Experience analyzing, reporting, and evaluating work methods, procedures, organization, and work distribution, and advising on improving effectiveness and efficiency.
• Experience correcting errors or problems and ensuring adherence to quality standards.
• For current Federal employees who held a GS grade during the past 52 weeks: meet the GS-7 time-in-grade requirement of 52 weeks at GS-6, with supporting SF-50 documentation.
• Applicants must meet applicable eligibility requirements under the VA Interchange Agreement; certain VCS and previously selected Competitive DEO employees must meet the stated service requirements.
• U.S. citizenship is required; Selective Service registration is required for males born after 12/31/1959.
• Subject to background/security investigation and completion of online onboarding and acceptable identity documentation requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one-year probationary period or two-year trial period, as applicable.
• The work is sedentary and does not require unusual physical effort.

Responsibilities

• Supervise telephone operators and oversee telephone operator functions.
• Work with telephone operators, medical staff, and administrative support regarding procedures, policies, directives, after-hours patient care, and general telephone services.
• Manage telephone operator administrative functions and collaborate with the Communications Specialist and Assistant Chiefs of Patient Care Administrative Service on patient-related technology support for medical campaigns and clinical programs.
• Supervise office, administrative, and telephone customer care employees to maintain deadlines and proper procedures, correct errors or problems, and ensure adherence to quality standards.
• Participate in management discussions, decisions, and policy making regarding telephone operations for the medical center.
• Coordinate telecommunications activities with medical center management, other supervisory personnel, and other work units or departments.
• Generate telephone operational reports; update on-call and valid contact information; announce real-time procedure changes; coordinate communication bulletins and updates; and coordinate emergency communications, drills, and exercises.
• Train or instruct employees in job duties and departmental and medical center policies, or arrange for training.
• Schedule work assignments, ensure equitable distribution of work, and set short- and long-term goals and priorities.
• Ensure timely performance of work at satisfactory quantity and quality.
• Counsel employees on technical work matters and provide or obtain guidance on administrative matters.

Benefits

• Federal employee benefits package available to the employee and family, subject to position eligibility.
• Possible credit toward annual leave accrual for qualifying prior work or military service, subject to advance request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed