Telephone Operator- Palo Alto Health Care System
ValCorp•Palo Alto, CA
•Onsite
About The Position
ValCorp is seeking reliable, courteous, and professional Telephone Operators to provide continuous 24/7/365 switchboard coverage for the VA Palo Alto Health Care System. Operators support incoming and outgoing calls, emergency code notifications, paging systems, and critical communications across a large federal healthcare environment.
Requirements
- Experience in call centers, dispatch, switchboard operations, telephone operations, or similar roles.
- Ability to remain calm and professional during emergencies and high-volume periods.
- Strong verbal communication, customer service, and telephone etiquette skills.
- Basic computer proficiency and ability to learn VA systems.
- Ability to work rotating shifts, weekends, nights, and federal holidays.
- Must successfully complete VA background check and credentialing requirements.
- Must maintain automobile liability insurance to park on VA property, if applicable.
- All Contractor personnel performing work under this contract must complete a favorable background investigation and be eligible to obtain a Department of Defense (DoD) Common Access Card (CAC).
Nice To Haves
- Healthcare communications or federal facility experience.
- Familiarity with Cisco Finesse or similar call management systems.
- Prior emergency communications or dispatch experience.
Responsibilities
- Answer all incoming calls within three (3) rings while providing professional, courteous service.
- Route calls throughout the VA Palo Alto Health Care System accurately and efficiently.
- Operate Cisco Finesse System phones, land lines, digital paging, overhead paging, pocket paging, and code-paging systems.
- Receive and process emergency alarms, codes, bomb threats, fires, disasters, and critical notifications.
- Assist staff and patients with outgoing calls, including commercial and EIS calls as permitted by procedure.
- Maintain logs of telephone equipment malfunctions and report issues to VA OIT or designated personnel.
- Index patient and employee locations using computer terminals and approved systems.
- Follow VA emergency communication procedures, threat protocols, and escalation requirements.
- Maintain compliance with Privacy Act and FOIA requirements when handling information.
- Wear VA-issued identification badge at all times while performing assigned duties.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
