Innovation At Work Inc

Job Description Job Description Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center . The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service. This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy. Essential Duties and Responsibilities: Answer and process all incoming internal and external telephone calls. Transfer calls accurately using a computerized telephone system. Provide information and direct callers to the appropriate departments. Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems. Monitor emergency alarms and announce emergency codes following VA procedures. Respond to emergency calls within required response times. Operate public address systems and two-way radios. Maintain patient and employee location directories. Document equipment malfunctions and submit service requests. Assist hospital staff with placing outgoing calls. Maintain professionalism while handling difficult or distressed callers. Utilize Microsoft Outlook, Word, Excel, and Teams. Protect patient privacy and comply with HIPAA requirements. Complete all required VA security, privacy, and safety training. Perform additional telecommunications support duties as assigned. Minimum Qualifications High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance. PI4b2003fd5-

Job Description Job Description Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center . The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service. This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy. Essential Duties and Responsibilities: Answer and process all incoming internal and external telephone calls. Transfer calls accurately using a computerized telephone system. Provide information and direct callers to the appropriate departments. Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems. Monitor emergency alarms and announce emergency codes following VA procedures. Respond to emergency calls within required response times. Operate public address systems and two-way radios. Maintain patient and employee location directories. Document equipment malfunctions and submit service requests. Assist hospital staff with placing outgoing calls. Maintain professionalism while handling difficult or distressed callers. Utilize Microsoft Outlook, Word, Excel, and Teams. Protect patient privacy and comply with HIPAA requirements. Complete all required VA security, privacy, and safety training. Perform additional telecommunications support duties as assigned. Minimum Qualifications High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance. PI4b2003fd5-

Description: Innovation At Work, Inc. is seeking an experienced Switchboard Supervisor/Telephone Operator to support the Erie VA Medical Center. This is a working supervisor position . The Supervisor will oversee the daily operations and performance of the IAW switchboard team while also performing the duties of a Telephone Operator, including answering and processing calls as operational needs require. The position is responsible for ensuring compliance with IAW policies, VA procedures and government protocols, maintaining adequate staffing, managing employee performance, monitoring timekeeping, and ensuring contractual performance requirements are consistently met. Primary Responsibilities Oversee daily switchboard operations in accordance with IAW company policies, VA requirements, government protocols, and contract requirements . Answer and process incoming and outgoing telephone calls as part of the regular duties of the position. Work alongside Telephone Operators and assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs. Route calls accurately to the appropriate VA departments, programs, personnel, and locations. Provide professional customer service to Veterans, patients, VA employees, and the public, including handling difficult, abusive, threatening, or distraught callers. Operate the VA telephone system, paging system, alarm systems, and emergency communications equipment as required. Respond appropriately to emergency calls, alarms, emergency codes, fires, disasters, and other urgent communications. The PWS specifically requires operators to answer and process all incoming internal and external calls, route calls appropriately, respond to emergency situations, operate the paging system, and use the VA's telecommunications equipment. Manage Team Performance: Monitor employee performance, attendance, professionalism, productivity, and compliance with established procedures. Ensure Contractual Goals Are Met: Monitor service quality, call handling, staffing, response requirements, and other contractual performance standards. Timekeeping Management/Audits: Review and audit employee timecards and monitor hours worked, call-outs, lateness, leave, overtime, and schedule compliance. Prepare and maintain employee work and vacation schedules. Ensure adequate coverage for all required tours and coordinate coverage when employees are absent. Train and provide guidance to subordinate employees. Identify and correct performance or operational deficiencies. Maintain appropriate workplace discipline. Communicate staffing, performance, timekeeping, and operational issues to IAW corporate management. Assist with quality-control activities and ensure the team is prepared for VA performance reviews. These supervisory responsibilities align directly with the contract, which requires training subordinate employees, preparing vacation schedules, monitoring time and leave-including call-outs and lateness-correcting deficiencies, and maintaining discipline. Requirements: Minimum Qualifications High school diploma or equivalent. Minimum 2-4 years of call center experience . Previous supervisory, team lead, or management experience preferred. Knowledge and understanding of medical terminology. Strong leadership, communication, scheduling, and employee-management skills. Strong customer-service skills. Ability to supervise employees while actively performing telephone operator duties . Ability to remain calm and respond appropriately during emergencies. Working knowledge of Microsoft Outlook, Excel, Word, and Teams. Ability to meet all VA security, training, health, privacy, and credentialing requirements. The contract requires all contract personnel to have at least a high school diploma, 1-2 years of call-center experience, and knowledge and understanding of medical terminology. Innovation At Work, Inc. is an Equal Opportunity Employer. PI7a39e9ef7e84-5986

Job Description Job Description Description: Innovation At Work, Inc. (IAW) is seeking an experienced Switchboard Supervisor/Telephone Operator to support the Miami VA Medical Center / Miami VA Healthcare System . This is a working supervisor position . The Supervisor will assist with the daily supervision and performance of the IAW switchboard team while also performing Telephone Operator duties as operational needs require. The position supports switchboard operations seven days per week, including weekends and holidays , and is responsible for helping ensure adequate staffing, employee performance, timekeeping compliance, quality control, and adherence to IAW policies, VA procedures, government protocols, and contract requirements. Primary Responsibilities Oversee daily switchboard operations in accordance with IAW policies, VA requirements, government protocols, and contract requirements. Perform regular Telephone Operator duties , including answering and processing incoming calls. Work alongside Telephone Operators and assist with call volume, staffing shortages, call-outs, breaks, emergencies, and other operational needs. Answer operator-assisted calls promptly and accurately and route callers to the appropriate VA department, service, employee, or extension. Provide professional and courteous service to Veterans, patients, VA employees, visitors, and the general public. Handle emergency and priority communications, including STEMI, telephone alarms, fire alarms, stroke alerts, and suicide crisis calls . Operate and support the VA paging system and other telecommunications equipment. Communicate emergency situations to VA Police and Security personnel as required. Maintain required operator and unusual-incident logs and ensure significant events are properly documented. Monitor employee attendance, professionalism Requirements: PI887dc2c735fb-1980

Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center . The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service. This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy. Essential Duties and Responsibilities: Answer and process all incoming internal and external telephone calls. Transfer calls accurately using a computerized telephone system. Provide information and direct callers to the appropriate departments. Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems. Monitor emergency alarms and announce emergency codes following VA procedures. Respond to emergency calls within required response times. Operate public address systems and two-way radios. Maintain patient and employee location directories. Document equipment malfunctions and submit service requests. Assist hospital staff with placing outgoing calls. Maintain professionalism while handling difficult or distressed callers. Utilize Microsoft Outlook, Word, Excel, and Teams. Protect patient privacy and comply with HIPAA requirements. Complete all required VA security, privacy, and safety training. Perform additional telecommunications support duties as assigned. Minimum Qualifications High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance. PI9e41740ce5-

Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center . The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service. This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy. Essential Duties and Responsibilities: Answer and process all incoming internal and external telephone calls. Transfer calls accurately using a computerized telephone system. Provide information and direct callers to the appropriate departments. Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems. Monitor emergency alarms and announce emergency codes following VA procedures. Respond to emergency calls within required response times. Operate public address systems and two-way radios. Maintain patient and employee location directories. Document equipment malfunctions and submit service requests. Assist hospital staff with placing outgoing calls. Maintain professionalism while handling difficult or distressed callers. Utilize Microsoft Outlook, Word, Excel, and Teams. Protect patient privacy and comply with HIPAA requirements. Complete all required VA security, privacy, and safety training. Perform additional telecommunications support duties as assigned. Minimum Qualifications High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance. PI05488c562ab3-9877