Telephone Operator

Veterans Health Administration•San Juan, PR

1d•Onsite

About The Position

This Telephone Operator position is within Health Administration Services at the San Juan VA Healthcare System and includes several Community Based Outpatient Clinics. The role is a front-line point of access for patients and the community, managing external calls to the facility and internal telephone transfers between services. This is not a virtual position; applicants must live within or be willing to relocate within a commutable distance of the duty location. The operator handles a full range of local and long-distance calls using a Veteran-centered customer service approach, responds to high call volumes and simultaneous situations, and assists visitors at the Information Desk with facility information and directions. The role also involves monitoring the Patient Assistance Alarm Board, reporting alarms and emergencies, making urgent overhead announcements, and reporting telephone trouble to the appropriate personnel. The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. As operations expand, the schedule is expected to include rotation, shift work, weekends, and holidays; applicants must be available to work these schedules as operational needs require. Recruitment and relocation incentives are not authorized, and the Critical Skills Incentive is not approved.

Requirements

Fluency in spoken and written English, including speaking, listening comprehension, reading, and writing.
Fluency in spoken and written Spanish, including speaking, listening comprehension, reading, and writing.
Meet GS-4 qualifications through one of the following: one year of qualifying general experience; successful completion of two years of education above high school; or an equivalent combination of education and general experience.
Submit transcripts if education is used to meet qualification requirements.
Be a U.S. citizen.
Meet Selective Service registration requirements for males born after December 31, 1959.
Undergo a background/security investigation.
Complete the online onboarding process and provide acceptable identification for pre-employment requirements.
Participate in the seasonal influenza vaccination program as a Department of Veterans Affairs Health Care Personnel employee.
Serve a one-year probationary period.
Be available for the stated schedule and, as operational needs require, rotating shifts, weekends, and holidays.
Include month and year start and end dates for all experience listed on the resume; clearly describe duties and weekly hours for part-time experience.

Responsibilities

Operate a telephone system handling a full range of local and long-distance calls.
Connect callers with their requested destination using a Veteran-centered customer service approach.
Handle a high volume of calls and multiple situations simultaneously while remaining calm and professional and making timely decisions.
Greet customers at the Information Desk and provide accurate information about the medical facility.
Answer customer questions and provide directions within the facility as needed.
Monitor and silence the Patient Assistance Alarm Board and report alarms to appropriate personnel.
Make emergency announcements over the overhead paging system that require immediate facility responses.
Report emergency situations to Police Dispatch and the supervisor.
Report telephone trouble to appropriate personnel for corrective action.
Perform other duties as assigned.