Telephone Operator

Veterans Health Administration•Baltimore, MD

8d•Onsite

About The Position

This position is in the Telecommunications Unit of the Medical Administration Service at the VA Maryland Health Care System, under the direction of the Chief of Ambulatory Care and Processing. The operator provides telephone and related telecommunications services to patients, their representatives, employees, and other callers, directing them to the appropriate location or program. The work involves operating telephone consoles, emergency alarms, police radio communication equipment, paging systems, and computerized telecommunications equipment and software. The position is not virtual; the employee must live within or be willing to relocate within a commutable distance of the duty location. The work schedule rotates and includes nights, weekends, and holidays. The position has a one-year probationary period. Recruitment and relocation incentives are not authorized.

Requirements

U.S. citizenship is required.
Selective Service registration is required for males born after December 31, 1959.
Must be subject to a background/security investigation.
Must participate in the seasonal influenza vaccination program as a condition of employment.
Must serve a one-year probationary period.
GS-04 qualification: one year of progressively responsible clerical, office, or other work demonstrating the ability to acquire the knowledge and skills needed for the position; or an associate's degree or two years of successfully completed post-high-school education in any field for which high school graduation is the normal prerequisite; or an equivalent combination of general experience and post-high-school education.
Experience claimed for qualification must be detailed in the resume, including month and year start/end dates and, for part-time work, hours worked per week. Transcripts are required when qualifying based on education.
Competencies assessed include communications, computer skills, and organizational stewardship.
Must live within or be willing to relocate within a commutable distance of the duty location.

Responsibilities

Provide telephone and related telecommunications services.
Use telephone consoles, emergency alarms, police radio communication equipment, and facility short- and long-range paging systems.
Route patients, their representatives, employees, and other callers to the correct location and program.
Use computerized equipment and telecommunications software.
Interview callers to determine the nature of their calls.
Initiate traces with local telephone and police authorities on threatening or emergent calls.
Maintain a record of all calls.
Operate internal and external paging systems.
Set up and monitor bridge-line conference calls and send confirmations.
Maintain operation manuals, reference books, and instructions associated with procedures and systems.
Perform related duties as required.