Quality Innovation, Inc. is seeking a Switchboard Operator for Call Center Services. Switch Board Operators  work varied shifts in a 24x7x365 Veteran’s Medical facility.  The Switchboard Operator is responsible for the medical center greeting of all who seek information including emergency response procedures.
 

Responsibilities: 

• Provides information such as extension numbers, pager numbers, call schedule information, area codes, FTS numbers, medical center numbers, etc. to inquiries.
• Operates an awakening service for special-on-call individuals sleeping in the hospital.
• Provides exchange service for Code Blue pagers only that are brought to the switchboard. Provides batteries only for all other staff pagers.
• Monitors weather alerts and local radio and makes necessary notification when indicated for fires, disasters, and severe weather. Monitors HEAR radio and ham radios and makes necessary notifications when indicated.  Attends training on radio equipment as needed or required by the Contracting Officer Technical Representative.
• Tests code blue pagers on a shift-by-shift basis. Tests of voice code blue pager responses are documented to insure operational status of pagers.
• Performs other clerical duties, i.e., filing, arranging medical records, during hours when switchboard traffic is light, or as otherwise specified by the Government.

• 2 years military/veteran medical call center management experience preferred.
• Knowledge and understanding of a wide range of call center operational requirements relative to information and referral services.
• Demonstrates knowledge of military culture. Army experience / familiarity is preferred. 
• Experience in a Hospital Switch Board operation environment using telephone switchboard equipment (NEC SV800) preferred
• Knowledge and understanding of a wide range of call center operational requirements and emergency procedures
• Demonstrates knowledge of VA Medical Facility culture and experience supporting Veteran’s Medical Facility preferred.
• Demonstrated experience in communications and use of Motorola Page Bridge Paging System preferred

• Demonstrated expertise in communications (oral and written)
• Ability to effectively prepare written briefs and present performance status to senior staff as necessary.