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Telephone Switchboard Operator

Telephone Switchboard Operator

GD ResourcesSalem, VA, US
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We are seeking highly professional and reliable Telephone Switchboard Operators to provide critical communication support at the Salem VA Medical Center .

Operators will serve as the front-line voice for the hospital, handling up to 1,600 calls per day , assisting with emergencies, paging, and general inquiries.

This position requires excellent communication skills, calm under pressure, and attention to detail while operating the hospital’s CISCO telephone systems .

Key Responsibilities :

  • General Operations : Provide 16-hour daily coverage from 7 : 00 AM to 11 : 00 PM , 7 days / week (including holidays).
  • Answer and route all incoming calls promptly, courteously, and professionally.
  • Respond to operator-assisted calls within 3 rings .
  • Give regular hold updates every 60 seconds.
  • Utilize government-provided CISCO phone systems and Dell workstations.

Emergency Response & Paging :

  • Respond immediately to emergency calls including : Cardiac Arrests (Code Blue) Fire Alarms Bomb Threats Code White (Violent Incidents) Disasters or System Failures Follow protocols to contact medical personnel, VA Police, or designated staff.
  • Log and report all emergency activity in the Daily Report and Emergency Incident Log .
  • Initiate and manage the paging system for in-house and external personnel.
  • Conduct and document Code Blue tests at the start of each shift.

    • Administrative Duties :

  • Maintain operator logs, call records, and emergency communications.

    • Submit a Daily Summary Report to the COR by 9 :

  • 30 AM (Monday through Friday).
  • Handle general information requests or refer appropriately.
  • Maintain and update on-call staff rosters .
  • Perform troubleshooting and logging of system or equipment failures.

    • Qualifications :

  • Required Skills & Experience : Prior experience in a high-volume call center , medical facility, or emergency communication role preferred.
  • Strong verbal communication skills with a clear, pleasant, and professional telephone manner.
  • Ability to multi-task and remain calm under pressure.
  • Proficiency with basic computer operations (Windows 7 / 10).
  • Ability to accurately follow emergency procedures and scripts .

    • Language Requirements :

  • Must speak, read, write, and understand English fluently.

    • Schedule :

  • Shifts are from 7 : 00 AM – 11 : 00 PM , scheduled across weekdays, weekends, and all holidays .

    • Peak call volume times :

  • 9 : 00 AM – 12 : 00 PM 2 : 00 PM – 4 : 00 PM 6 : 00 PM – 9 : 00 PM Compliance & Conduct : Must comply with all VA Medical Center security, attire, and conduct policies .
  • Wear Government-issued identification badge at all times.
  • Maintain a clean and professional appearance .
  • Smoking, vaping, and use of tobacco products is prohibited on all VHA property.
  • Personal calls are only permitted on public telephones during designated breaks.

    • Additional Requirements :

  • Collect calls may be accepted only as authorized by VA policy.
  • Safeguard the immediate work area from unauthorized personnel.
  • Maintain confidentiality and uphold HIPAA and federal regulations .
  • Must be authorized to work in the U.S. and pass any required background / security checks.

    • Tools & Equipment Provided :

  • CISCO 8841 / 8851 telephones Dell computers (Windows 7 / 10) Headsets Emergency backup phone systems Logs, emergency forms, directories, and paging systems Why Join Us?
  • Working at the Salem VA Medical Center means being part of a mission-driven team that supports the healthcare needs of our nation’s Veterans.
  • As a Telephone Switchboard Operator, you’ll play a vital role in emergency response, patient safety, and operational continuity .
  • You’ll work in a structured, supportive environment where every call you answer makes a difference.
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    Switchboard Operator • Salem, VA, US