Supervisor​/ Lead Operator VA Switchboard Operator

Telephone Services Supervisor

Location:

Michael J. Crescenz VA Medical Center

3900 Woodland Avenue, Philadelphia, PA 19104

Position Summary:

The Telephone Services Supervisor provides leadership and operational oversight for a 24/7 switchboard operation. This role ensures staffing continuity, quality performance, and compliance with VA contract requirements.

Essential Duties and Responsibilities:

• Must have knowledge and understanding of medical terminology

• Supervise daily telephone operator operations across all shifts/ scheduling and timecard audits for payroll

• Prepare and manage schedules, rotations, and leave coverage

• Ensure continuous coverage during absences and emergencies

• Train and onboard new operators

• Monitor call handling quality and performance

• Address performance issues and correct deficiencies

• Maintain personnel rosters and compliance documentation

• Serve as liaison with VA Point of Contact

• Ensure HIPAA, VA policy, and security compliance

• Support quality assurance and performance reviews

• Perform operator duties as needed

Requirements

• High school associate's degree preferred

• 3+ years of call center or telecommunications experience

• Prior supervisory or lead experience preferred

• Medical or hospital call center experience preferred

• Strong leadership and organizational skills

• Ability to obtain and maintain VA security clearance

• Proficiency with Microsoft Office

Work Environment:
On-site medical facility, rotating shifts as operationally required, supervisory responsibility in a mission-critical environment