Telephone Operator

Full Job Description

The Telephone Operator serves as the switchboard operator in the Patient Services Section of the Business Office at the Providence VA Medical Center and performs work of a general office support nature.

To qualify for this position, you must meet the following qualifications: In accordance with 38 U.S.C.

7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

You must be proficient in basic written and spoken English in order to meet the requirements of the position.

-AND- You may qualify at the GS-04 level if you fulfill one of the following qualifications: -General Experience: One (1) year of general experience that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telephone Operator position.

General experience is defined as 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.

-OR- -Education: Two (2) 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) -OR- -Combination: Equivalent combinations of education and specialized experience (as described above) to meet the requirements at the GS-4 level.

(TRANSCRIPTS REQUIRED) You will be rated on the following Competencies as part of the assessment questionnaire for this position: Attention to Detail Clerical Customer Service 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 usually sedentary but may involve some standing and walking to consult directories and manuals.

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:

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Major duties and responsibilities include: Operates agency telephone system/switchboard to receive and connect incoming and outgoing calls.

Routes calls to their proper destination and provides telephone and organizational information to callers. Answers/places non-routine telephone calls.

Interviews incoming calls to determine the proper routing of the call. Routes callers to the appropriate department and/or services. Operates the installed paging system.

Regularly handles a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers.

Operates a two-way radio, short/long range pagers, IP telephony and WEBEX telephone systems, cellular telephone, uses a computer to look up information, educates callers on use of their telephone equipment, and maintains a repair log for telephones, two-way radios, short/long range pagers and IP telephones.

Performs a wide variety of administrative tasks associated with maintaining and supporting the work performed within the organization.

Acts as the primary liaison between the program office and administrative offices outside the organization.

Serves as the organization's liaison to the purchasing/procurement office to arrange for, monitor, and secure equipment services, and products.

Maintains the organization's procurement/purchasing records and reports. Performs other duties as assigned.

Work Schedule: Monday-Friday 12:00pm-8:00pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved