Telephone Operator

Summary

This position is located within the Health Administrative Service (HAS) Line at the Lebanon VA Medical Center (VAMC) in Lebanon - PA. The primary purpose of the position is to provide comprehensive telephone and telecommunications support to the VAMC and all associated sites.

Qualifications

QUALIFICATION REQUIREMENT: GENERAL EXPERIENCE: One (1) year of general progressively responsible clerical - office - or other work that indicates your ability to acquire the particular knowledge and skills needed to perform the duties of this position as a Telephone Operator. Your answer will be verified against information provided on your resume. If your resume does not clearly support your response by addressing your work experience in detail you will be disqualified. OR EDUCATION SUBSTITUTION: Successfully completion of (2) two years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university. One year of full-time academic study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university - or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial - or technical school. (TRANSCRIPTS REQUIRED BY CLOSING DATE - If you do not submit a copy of your transcript - your application may not be processed.) OR COMBINATION: Possess equivalent combinations of experience and education as described above to fully meet the requirements of this position. (TRANSCRIPTS REQUIRED BY CLOSING DATE) You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical) Information Management Technical Competence Telecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience - including volunteer work done through National Service programs (e.g. - Peace Corps - AmeriCorps) and other organizations (e.g. - professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies - knowledge - and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience - including volunteer experience. Physical Requirements: The work is sedentary. The employee sits comfortably to do the work. There is some moving around required to adjust equipment. Carrying of light items such as papers and books is required. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Duties

• ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Basic Telephone Operator Duties 75% Provides general telephone and visitor referral services
• Refers callers to appropriate facility or program area based on specific request or by ascertaining the nature of the call
• Operates the VAMC centralized telephone system to receive and connect incoming and outgoing calls
• Answers and screens calls received on the main line to the healthcare system - processes through the telephone console - and directs all calls to proper extensions
• Provides patient locator information and advises callers of direct dial for future callback
• Maintains a record of toll and long-distance calls - showing the time the call was placed - the staff person requesting the call - and the number that was requested
• Computer Operations/Administrative Duties 25% Performs work in support of the facility communication system and is responsible for operating on the following systems: Telephone systems - 911 calls - prioritizing calls - digital pagers - public address system - telephone devices for deaf (TDD) - nurse's responder hotline for Critical Care - Emergency Department - Cardiac Catheterization Laboratory to announce medical emergencies
• emergency communications equipment (Motorola Base radio emergency frequency and Motorola portable handheld radio)
• Accurately utilizes the features of the telephone consoles - headsets - telephones - and other related equipment
• Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations
• Tests the computer and telecommunications equipment for operation - monitoring - and controlling operations during processing - Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations
• Performs other related duties as assigned
• Work Schedule: Full-time - Days/Evenings
• Weekend and Holidays may be required Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved