Telephone Operator

Full Job Description

This position is located within the Oklahoma City VA Health Care System in the Ambulatory Care & Processing Section under Medical Administration Services.

The primary purpose of the position performs duties of fully trained, experienced telecommunications operator and radio dispatcher, capable of performing all duties with minimal supervision, on shifts ranging from eight, ten, or twelve-hour shifts, based on scheduling and adequate shift coverage needs of this twenty-four (24) hour position.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/15/2026.

General Experience: You may qualify based on your experience and/or education as described below: Applicants must have one (1) year of General Experience which includes progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled, and a knowledge of a body of standardized rules, procedures, or operations that require considerable training, and the experience to perform the full range of developmental assignments as well as the ability to resolve recurring problems.

OR, Education: Applicants may also be qualified for this position at the GS-04 level based on their education.

To be qualified, applicants must have successfully completed 2 years 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.

OR, Combination: Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements for this position at the GS-04 level.

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/.

Major Duties:

Major Duties of this position include but are not limited to: Uses tact and diplomacy when dealing with angry, distressed or confused callers.

Establishes and promotes effective working relationships with co-workers and other members of the Medical Center staff.

Answers all incoming calls in a timely manner, making the proper connections using proper phone etiquette.

Utilizes Federal Telecommunications Systems to self monitor workload Utilizes VistA and and other directory resources to ensure all forwarded calls reach their intended destination.

Imparts information to, or obtains information from employees, patients, visitors, and other members of the public.

Monitors alarm systems and responds promptly to all Codes (Code Blue, Code Stroke, Rapid Response, etc.), disasters, making the proper notifications so that the appropriate personnel can respond.

Makes overhead announcements in a clear, understandable voice, announces appropriate messages and maintains familiarity with the paging system and zones of usage.

Retrieves electronic information files while safeguarding all information and access/verify codes Utilizes software such as Microsoft Word, Excel and Outlook to communicate and report data Protects data from unauthorized release or from loss, alteration, or unauthorized deletion; Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc.

as stated in a computer access agreement which the incumbent signs. Maintains accurate records and directories. Plans daily work to allow adequate time for completion of all assigned tasks.

Briefs supervisor on matters that impact the Medical Center or IRM service. Work Schedule: Various Tours depending on Service Needs. Virtual: This is not a virtual position.

Position Description/PD#: Telephone Operator/PD11730A Bargaining Unit: This is a bargaining unit position Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized