Telephone Operator and Referral Coordinator

Position Overview

The Switchboard Operator/Referral Coordinator answers incoming phone calls and directs the calls to the appropriate person or department. The individual must be capable of answering phones in a courteous and patient manner, as well as provide 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.

• Receive and route calls to correct departments/services
• Learn the internal intranet systems and VA phone protocols
• Follow all safety rules and regulations
• Route emergency calls appropriately based on the Standard Operation Procedure manual
• Perform all job tasks listed in Statement of Work
• Be available to backfill hours if colleagues are sick, on vacation or out based on other emergencies
• Communicate and work cooperatively with other Switchboard operators, Switchboard supervisor, and hospital staff
• Perform additional operator duties as assigned
• Assign referrals to appropriate providers
• Update referral spreadsheet and keep 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, mousing and reading paper and electronic documents
• Ability to file and track documents and data, both in written and electronic form
• Hours of business are Monday – Friday from 6:30 a.m. to 5:00 p.m.
• On occasion, some early, late and overtime hours may be required

Full‑time