Telephone Operator and Referral Coordinator

POSITION OVERVIEW

The Switchboard Operator/Referral Coordinator answers incoming phone calls and directs them to the appropriate person or department. The individual must be capable of answering phones in a courteous and patient manner, providing effective telephone switchboard and other departmental services. Operators work independently in a small office like a call center environment. This position is also responsible for delegating and assigning incoming referrals to our Providers.

• 的人 receive and route calls to correct departments/services;
• must learn the internal intranet systems and VA phone protocols;
• follows all safety rules and regulations;
• routes emergency calls appropriately based on the Standard Operation Procedure manual;
• performs all job tasks listed in Statement of Work;
• is available to backfill hours if colleagues are sick, on vacation or otherwise unavailable;
• communicates and works cooperatively with other Switchboard operators, Switchboard supervisor, and Hospital staff;
• assigns referrals quilting or providers suitable to incoming requests;
• updates referral spreadsheet and keeps track of providers in rotation for incoming referrals.

• Excellent communication skills (written and verbal), grammar, and reasoning skills;
• Ability to handle confidential and sensitive information without breach;
• Related experience required;
• Provide excellent customer service and model effective communication skills when handling callers;
• Minimum High School Diploma, or equivalent;
• Must be at least 18 years or older.

• Frequent standing, typing, mouseing, and reading paper and electronic documents;
• Ability to file and track documents and data, both in written and electronic form;
• Business hours Monday‑Friday 6:30 a.m. to 5:00 p.m.;
• On occasion, some early, late, and overtime hours may be required.