Telephone Operator

Veterans Health Administration

Cleveland, OH

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JOB DETAILS

SKILLS

Administrative Skills, Consulting, Customer Support/Service, Department of Veterans Affairs, Emergency Response, Equipment Maintenance/Repair, Federal Government, Government, Healthcare, Healthcare Administration, High School Diploma, Human Resources, Legal, Medical Assistance, Medical Records, Onboarding, Operations Security (OPSEC), Outpatient Care, Patient Care, Peace Corps, Secondary School, Telecommunications, Telephone Skills, Time Management, Training/Teaching, United States Citizen, Vaccination, Volunteer Experience

LOCATION

Cleveland, OH

POSTED

Today

Summary

These positions are located within the Communications section of the Patient Care Administrative Service at the Louis Stokes Cleveland VA Medical Center in Cleveland, OH. The primary purpose of the Telephone Operator position will be to perform some administrative but mostly support services of a telephone operator.

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Duties

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***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

The major duties include but are not limited to:

Answers calls from both internal and internal customers;
Uses a pleasant and calm demeanor at all times;
Directs each call to its appropriate location;
Assists in times of emergency medical responses;
Processes incoming calls to the Medical Center, Domiciliary, and Community Based Outpatient Clinics (CBOCs);
Answers calls promptly;
Receives various calls to include, but not limited to, emergency and emergency assist calls, general information, medical center customer assistance, as well as processing and transferring international calls;
Utilizes the medical center public address announcement paging system to pass overhead announcements throughout the facility;
Follows local policies and procedures when providing information and handling calls;
Utilizes the telephone directory system to direct a call to the appropriate location;
Maintains allocated equipment and reports all equipment failures in a timely manner to the lead telephone operator or supervisor; and,
Performs all other duties as assigned.

Work Schedule: Please choose one or both of the following work schedules within the preferences section of this announcement:

Full Time, Monday - Friday; 8:00am - 4:30pm; rotating weekends and holidays
Full Time, Tuesday - Saturday, 6:00am - 2:30pm with rotating holidays.

Recruitment & Relocation Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Requirements

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Conditions of employment

You must be a U.S. Citizen to apply for this job
Selective Service Registration is required for males born after 12/31/1959
Subject to background/security investigation
Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

your performance and conduct;
the needs and interests of the agency;
whether your continued employment would advance organizational goals of the agency or the Government; and
whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position at the GS-4 level, you must meet one of the following requirements:

Experience: You must have at least one (1) full year of general experience in a position that was progressively responsible clerical, office, or other work that indicates your ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates, AND hours worked per week. ~OR~

Education: Successfully completed 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. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. ~OR~

Combination: Equivalent combinations of successfully completed post-high school education (beyond the first year) and general experience, as described above, which meet the total experience requirements for this grade level. This education must have been obtained in an accredited business, secretarial, or technical school, junior college, college, or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

Customer Service (Clerical/Technical)
Information Management
Technical Competence
Telecommunications

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 of the position does not require unusual physical effort. The position is 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

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Additional information

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

About the Company

Veterans Health Administration

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