Part-Time Switchboard Operator (7:00 AM–3:00 PM / 3:00 PM–11:00 PM)

SWITCHBOARD OPERATOR (PART-TIME)

• Shift 1: 7:00 AM – 3:00 PM (Part-Time)
• Shift 2: 3:00 PM – 11:00 PM (Part-Time)

Innovation At Work, Inc. (IAW) is seeking professional and customer-focused Part-Time Switchboard Operators to support operations at the Hampton VA Medical Center. The Switchboard Operator serves as the primary communication link for patients, visitors, clinical staff, and medical providers by managing incoming calls and ensuring timely, accurate routing and response.

The successful candidate will provide exceptional customer service while maintaining performance standards and supporting critical communication functions in a healthcare environment.

Essential Duties and Responsibilities

• Receive and answer incoming telephone calls in a courteous, professional, and timely manner.
• Transfer calls accurately to the appropriate departments, clinics, physicians, or staff members.
• Conduct warm transfers when required to ensure successful connection of callers.
• Provide general and specific information regarding hospital services, clinic locations, and medical center operations.
• Operate telephone console systems and paging systems.
• Initiate emergency communications and overhead paging procedures as required.
• Process and respond to emergency situations including:
  • Code Blue notifications
  • Fire drills
  • Emergency alerts
  • Disaster notifications
  • Threat calls
  • Suicidal caller protocols
• Maintain and utilize current on-call rosters and department directories.
• Assist healthcare providers and staff with paging and notification procedures.
• Maintain operational logs and records including:
  • Unusual Event Logs
  • Telephone Trouble Reports
  • Code Blue/Cardiac Arrest Logs
  • Daily operational documentation
• Follow approved scripts and communication procedures.
• Maintain confidentiality and comply with HIPAA, VA privacy requirements, and security protocols.
• Demonstrate professionalism and excellent telephone etiquette at all times.
• Work collaboratively with supervisors and team members to ensure uninterrupted switchboard operations.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or GED required.
• Minimum one (1) year of customer service, call center, switchboard, healthcare administrative support, or related experience preferred.
• Ability to communicate clearly and professionally in English.
• Strong verbal communication and interpersonal skills.
• Ability to operate multiple telephone lines and computer systems simultaneously.
• Ability to remain calm and effective in stressful or emergency situations.
• Strong attention to detail and organizational skills.
• Ability to maintain confidentiality and protect sensitive information.
• Ability to work independently with minimal supervision.
• Basic computer proficiency in:
  • Microsoft Word
  • Microsoft Outlook
  • Internet-based applications
  • Data entry systems

Additional Requirements

• Must successfully complete required background investigation and fingerprinting requirements.
• Must complete all required VA security and privacy training.
• Must wear required identification badges while on duty.
• Must be able to work assigned shifts, including weekends and holidays if needed.
• Must be able to sit for extended periods and use a computer and telephone equipment throughout the shift.
• Must maintain a professional appearance and demeanor.