Switchboard Operator ​/ Telephone Operator

Quality Innovation, Inc. (Qi2) is seeking reliable, customer-focused, and professional Switchboard Operators to support the San Francisco VA Health Care System (SFVAHCS). This position plays a critical role in ensuring uninterrupted communications for one of the Department of Veterans Affairs' premier medical centers.

Switchboard Operators are responsible for answering and routing incoming calls, operating Cisco Finesse telephony systems, overhead and radio paging systems, processing emergency notifications, and providing exceptional customer service to patients, visitors, and VA staff. Operators must remain calm under pressure, exercise sound judgment, and maintain professionalism while supporting emergency communications and daily hospital operations.

This position supports overnight, weekend, and Federal holiday operations.

• Monday through Friday (Night Shift): 7:00 PM – 7:00 AM

Applicants must be available to work nights, weekends, and Federal holidays as scheduled.

• Answer all incoming telephone calls promptly, courteously, and professionally while meeting established service standards.
• Route callers accurately to the appropriate department, clinic, provider, or extension.
• Operate Cisco Finesse telephone systems, overhead paging systems, landlines, radios, and other communication equipment.
• Respond immediately to emergency codes, disaster notifications, fire alarms, police alerts, and other critical communications.
• Process overhead announcements and emergency paging in accordance with VA procedures.
• Assist patients, visitors, and staff with placing local, long-distance, commercial, and authorized government calls.
• Monitor communication systems and maintain accurate logs of equipment malfunctions, telephone issues, and service interruptions.
• Report communication equipment problems to designated VA personnel.
• Prevent unauthorized long-distance or collect calls in accordance with established policies.
• Utilize computerized directories and approved systems to locate patients, employees, and departments.
• Follow established procedures for bomb threats, disasters, emergency codes, fire response, and other critical incidents.
• Maintain professionalism, confidentiality, and exceptional customer service in all interactions.
• Support continuity of operations during periods of high call volume, emergencies, staffing shortages, and inclement weather.

• High school diploma or equivalent.
• One (1) year of experience in a switchboard, telephone operator, call center, customer service, dispatch, or similar communications role preferred.
• Excellent verbal communication and telephone etiquette skills.
• Strong customer service and interpersonal skills.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Ability to remain calm and make sound decisions during emergency situations and high-volume call periods.
• Ability to obtain and maintain a VA Personal Identity Verification (PIV) badge and successfully complete all required background screening.
• Ability to work independently with minimal supervision.
• Availability to work overnight, weekend, and Federal holiday shifts.

• Previous experience operating a hospital or healthcare switchboard.
• Experience supporting a Department of Veterans Affairs, Department of Defense, or other Federal healthcare facility.
• Experience using Cisco Finesse or comparable call management systems.
• Familiarity with emergency paging systems, radio communications, and code response procedures.
• Experience in medical, healthcare, public safety, or government environments.

• Exceptional customer service and communication skills
• Accurate call routing and message handling
• Strong attention to detail
• Ability to multitask in a fast-paced environment
• Critical thinking and sound judgment
• Reliability, punctuality, and dependability
• Ability to work effectively both independently and as part of a team
• Ability to maintain composure during emergencies and high-pressure situations
• Commitment to protecting patient privacy and maintaining…