Telephone Operator / Switchboard Operator (3:00pm-11:00pm) Shift
A Hiring Company · Erie, PA · 1 mo ago
On-siteAdministrativeFull-time
We need to output HTML fragment with sections using for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. No job title heading, no Job ID. Remove boilerplate. We need to parse the posting.
Posting text:
"Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center. The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy.Essential Duties and Responsibilities:Answer and process all incoming internal and external telephone calls.Transfer calls accurately using a computerized telephone system.Provide information and direct callers to the appropriate departments.Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems.Monitor emergency alarms and announce emergency codes following VA procedures.Respond to emergency calls within required response times.Operate public address systems and two-way radios.Maintain patient and employee location directories.Document equipment malfunctions and submit service requests.Assist hospital staff with placing outgoing calls.Maintain professionalism while handling difficult or distressed callers.Utilize Microsoft Outlook, Word, Excel, and Teams.Protect patient privacy and comply with HIPAA requirements.Complete all required VA security, privacy, and safety training.Perform additional telecommunications support duties as assigned. Minimum QualificationsHigh School Diploma or GED.Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.Knowledge of medical terminology preferred.Strong verbal communication and customer service skills.Ability to multitask in a high-volume environment.Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.Ability to remain calm during emergency situations.Ability to accurately operate multi-line telephone systems.Must successfully pass required background investigation and VA credentialing.Must be eligible to obtain and maintain VA security clearance and identification.Must complete all required HIPAA, Privacy, and Information Security training.Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.Must maintain professionalism, confidentiality, and excellent attendance."
We need sections: About the role (intro paragraph), Responsibilities (list of duties), Requirements (maybe minimum qualifications?), Qualifications (maybe knowledge of medical terminology preferred?), Skills (maybe abilities?), Benefits (none mentioned), Pay (none), Schedule (maybe shift info). The posting includes shift info: "Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required." That's schedule info. Also "Must maintain professionalism, confidentiality, and excellent attendance." That's maybe requirement.
We need to avoid filler like "commensurate with experience". Not present.
We need to preserve all substantive info. No invented.
We need to output only HTML fragment, no /, no markdown fences.
We need to use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. No job title heading, no Job ID. Remove boilerplate. We need to parse the posting.
Posting text:
"Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center. The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy.Essential Duties and Responsibilities:Answer and process all incoming internal and external telephone calls.Transfer calls accurately using a computerized telephone system.Provide information and direct callers to the appropriate departments.Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems.Monitor emergency alarms and announce emergency codes following VA procedures.Respond to emergency calls within required response times.Operate public address systems and two-way radios.Maintain patient and employee location directories.Document equipment malfunctions and submit service requests.Assist hospital staff with placing outgoing calls.Maintain professionalism while handling difficult or distressed callers.Utilize Microsoft Outlook, Word, Excel, and Teams.Protect patient privacy and comply with HIPAA requirements.Complete all required VA security, privacy, and safety training.Perform additional telecommunications support duties as assigned. Minimum QualificationsHigh School Diploma or GED.Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.Knowledge of medical terminology preferred.Strong verbal communication and customer service skills.Ability to multitask in a high-volume environment.Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.Ability to remain calm during emergency situations.Ability to accurately operate multi-line telephone systems.Must successfully pass required background investigation and VA credentialing.Must be eligible to obtain and maintain VA security clearance and identification.Must complete all required HIPAA, Privacy, and Information Security training.Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.Must maintain professionalism, confidentiality, and excellent attendance."
We need sections: About the role (intro paragraph), Responsibilities (list of duties), Requirements (maybe minimum qualifications?), Qualifications (maybe knowledge of medical terminology preferred?), Skills (maybe abilities?), Benefits (none mentioned), Pay (none), Schedule (maybe shift info). The posting includes shift info: "Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required." That's schedule info. Also "Must maintain professionalism, confidentiality, and excellent attendance." That's maybe requirement.
We need to avoid filler like "commensurate with experience". Not present.
We need to preserve all substantive info. No invented.
We need to output only HTML fragment, no /, no markdown fences.
We need to use for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to decide which sections to include.
Let's extract:
About the role: first paragraph(s) before "Essential Duties and Responsibilities:" That is: "Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center. The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy."
We can combine into a paragraph.
Responsibilities: list after "Essential Duties and Responsibilities:" up to before "Minimum Qualifications". That list includes many items separated by periods. We'll make each as
- .
Minimum Qualifications: after "Minimum Qualifications". That includes: "High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance."
We could split into sections: Requirements (maybe Minimum Qualifications), Qualifications (maybe knowledge of medical terminology preferred?), Skills (maybe abilities like multitask, computer proficiency, calm, operate systems). But we need to avoid thin sections. Perhaps combine Requirements and Qualifications into one "Requirements" section that includes all bullet points. But the instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include a section only when posting has real specific content for it. So we need to decide which of these headings have content.
We have content for About the role, Responsibilities, Requirements (minimum qualifications), maybe Skills (abilities like multitask, computer proficiency, calm, operate systems). Qualifications could be knowledge of medical terminology preferred (maybe that's a qualification). But we could also treat that as part of Requirements.
Schedule: we have shift info: "Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required." That's schedule.
Benefits: none mentioned. Pay: none.
Thus we will include sections: About the role, Responsibilities, Requirements, Skills, Schedule. Possibly also Qualifications if we separate knowledge of medical terminology preferred as a qualification. But we could also put that under Requirements. To avoid thin sections, maybe combine Requirements and Qualifications into one Requirements section. But we have separate headings; we could still include Qualifications if we have content. The knowledge of medical terminology preferred is a qualification. Could also include "Must successfully pass required background investigation and VA credentialing" etc as requirements. Might be better to split: Requirements = minimum qualifications (education, experience). Qualifications = preferred knowledge (medical terminology) plus maybe other preferred? But we have only that. Skills = abilities (multitask, computer proficiency, calm, operate systems, etc). Schedule = shift info.
Let's decide:
- About the role: paragraph.
- Responsibilities: list of duties.
- Requirements: education + experience (High School Diploma or GED; Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.)
- Qualifications: Knowledge of medical terminology preferred. (maybe also "Must successfully pass required background investigation and VA credentialing" etc? Those are more like requirements but could be qualifications. However they are mandatory, so maybe they belong to Requirements. But we already used Requirements for education/experience; we could expand Requirements to include all mandatory items. Then Qualifications could be just the preferred knowledge. That seems okay.
- Skills: abilities: Strong verbal communication and customer service skills; Ability to multitask in a high-volume environment; Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams; Ability to remain calm during emergency situations; Ability to accurately operate multi-line telephone systems; Must maintain professionalism, confidentiality, and excellent attendance. (Also maybe "Utilize Microsoft Outlook, Word, Excel, and Teams" already covered.)
- Schedule: Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.
We must not repeat job title as heading.
We must not include boilerplate like EEO etc. Not present.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ...
...
Requirements
- High School Diploma or GED.
- Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.
Qualifications
- Knowledge of medical terminology preferred.
Skills
- Strong verbal communication and customer service skills.
- Ability to multitask in a high-volume environment.
- Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.
- Ability to remain calm during emergency situations.
- Ability to accurately operate multi-line telephone systems.
- Maintain professionalism, confidentiality, and excellent attendance.
Schedule
Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.
Check that we didn't miss any substantive info: Also "Utilize Microsoft Outlook, Word, Excel, and Teams." Already covered in skills. "Protect patient privacy and comply with HIPAA requirements." That's a duty/responsibility? Actually it's under duties list: "Protect patient privacy and comply with HIPAA requirements." Should be in Responsibilities. Also "Complete all required VA security, privacy, and safety training." That's a duty. Also "Perform additional telecommunications support duties as assigned." Also duty. Also "Document equipment malfunctions and submit service requests." Already in list? Yes we have that. Also "Assist hospital staff with placing outgoing calls." Already. Also "Operate public address systems and two-way radios." Already. Also "Monitor emergency alarms and announce emergency codes following VA procedures." Already. Also "Respond to emergency calls within required response times." Already. Also "Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems." Already. Also "Provide information and direct callers to the appropriate departments." Already. Also "Transfer calls accurately using a computerized telephone system." Already. Also "Answer and process all incoming internal and external telephone calls." Already.
We missed "Protect patient privacy and comply with HIPAA requirements." and "Complete all required VA security, privacy, and safety training." and "Perform additional telecommunications support duties as assigned." Let's add those to Responsibilities list.
Also "Must successfully pass required background investigation and VA credentialing." That's a requirement (mandatory). Should we put under Requirements? It's a mandatory condition. Could add to Requirements list. Also "Must be eligible to obtain and maintain VA security clearance and identification." Also requirement. Also "Must complete all required HIPAA, Privacy, and Information Security training." That's also a requirement/training. Could be under Requirements.
We need to ensure we preserve all substantive info. Let's list all mandatory items from Minimum Qualifications section:
- High School Diploma or GED.
- Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.
- Knowledge of medical terminology preferred. (preferred)
- Strong verbal communication and customer service skills. (skill)
- Ability to multitask in a high-volume environment. (skill)
- Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. (skill)
- Ability to remain calm during emergency situations. (skill)
- Ability to accurately operate multi-line telephone systems. (skill)
- Must successfully pass required background investigation and VA credentialing. (requirement)
- Must be eligible to obtain and maintain VA security clearance and identification. (requirement)
- Must complete all required HIPAA, Privacy, and Information Security training. (requirement)
- Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. (schedule)
- Must maintain professionalism, confidentiality, and excellent attendance. (skill/attendance)
Thus we need to allocate:
Requirements: education, experience, background investigation, security clearance eligibility, HIPAA/Privacy/InfoSec training completion
- for any list of duties/requirements/benefits. Use
for prose. We need to decide which sections to include. Let's extract: About the role: first paragraph(s) before "Essential Duties and Responsibilities:" That is: "Innovation At Work, Inc. is seeking a professional Telephone Operator/Switchboard Operator to provide 24/7 telecommunications support at the Erie VA Medical Center. The successful candidate will serve as the first point of contact for Veterans, visitors, and staff by answering, routing, and processing incoming and outgoing telephone calls while providing exceptional customer service.This position requires the ability to work in a fast-paced healthcare environment while maintaining professionalism, confidentiality, and accuracy." We can combine into a paragraph. Responsibilities: list after "Essential Duties and Responsibilities:" up to before "Minimum Qualifications". That list includes many items separated by periods. We'll make each as
- .
Minimum Qualifications: after "Minimum Qualifications". That includes: "High School Diploma or GED. Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. Knowledge of medical terminology preferred. Strong verbal communication and customer service skills. Ability to multitask in a high-volume environment. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to remain calm during emergency situations. Ability to accurately operate multi-line telephone systems. Must successfully pass required background investigation and VA credentialing. Must be eligible to obtain and maintain VA security clearance and identification. Must complete all required HIPAA, Privacy, and Information Security training. Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. Must maintain professionalism, confidentiality, and excellent attendance."
We could split into sections: Requirements (maybe Minimum Qualifications), Qualifications (maybe knowledge of medical terminology preferred?), Skills (maybe abilities like multitask, computer proficiency, calm, operate systems). But we need to avoid thin sections. Perhaps combine Requirements and Qualifications into one "Requirements" section that includes all bullet points. But the instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include a section only when posting has real specific content for it. So we need to decide which of these headings have content.
We have content for About the role, Responsibilities, Requirements (minimum qualifications), maybe Skills (abilities like multitask, computer proficiency, calm, operate systems). Qualifications could be knowledge of medical terminology preferred (maybe that's a qualification). But we could also treat that as part of Requirements.
Schedule: we have shift info: "Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required." That's schedule.
Benefits: none mentioned. Pay: none.
Thus we will include sections: About the role, Responsibilities, Requirements, Skills, Schedule. Possibly also Qualifications if we separate knowledge of medical terminology preferred as a qualification. But we could also put that under Requirements. To avoid thin sections, maybe combine Requirements and Qualifications into one Requirements section. But we have separate headings; we could still include Qualifications if we have content. The knowledge of medical terminology preferred is a qualification. Could also include "Must successfully pass required background investigation and VA credentialing" etc as requirements. Might be better to split: Requirements = minimum qualifications (education, experience). Qualifications = preferred knowledge (medical terminology) plus maybe other preferred? But we have only that. Skills = abilities (multitask, computer proficiency, calm, operate systems, etc). Schedule = shift info.
Let's decide:
- About the role: paragraph.
- Responsibilities: list of duties.
- Requirements: education + experience (High School Diploma or GED; Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.)
- Qualifications: Knowledge of medical terminology preferred. (maybe also "Must successfully pass required background investigation and VA credentialing" etc? Those are more like requirements but could be qualifications. However they are mandatory, so maybe they belong to Requirements. But we already used Requirements for education/experience; we could expand Requirements to include all mandatory items. Then Qualifications could be just the preferred knowledge. That seems okay.
- Skills: abilities: Strong verbal communication and customer service skills; Ability to multitask in a high-volume environment; Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams; Ability to remain calm during emergency situations; Ability to accurately operate multi-line telephone systems; Must maintain professionalism, confidentiality, and excellent attendance. (Also maybe "Utilize Microsoft Outlook, Word, Excel, and Teams" already covered.)
- Schedule: Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.
We must not repeat job title as heading.
We must not include boilerplate like EEO etc. Not present.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ... ...
Requirements
- High School Diploma or GED.
- Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience.
Qualifications
- Knowledge of medical terminology preferred.
Skills
- Strong verbal communication and customer service skills.
- Ability to multitask in a high-volume environment.
- Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams.
- Ability to remain calm during emergency situations.
- Ability to accurately operate multi-line telephone systems.
- Maintain professionalism, confidentiality, and excellent attendance.
Schedule
Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required.
Check that we didn't miss any substantive info: Also "Utilize Microsoft Outlook, Word, Excel, and Teams." Already covered in skills. "Protect patient privacy and comply with HIPAA requirements." That's a duty/responsibility? Actually it's under duties list: "Protect patient privacy and comply with HIPAA requirements." Should be in Responsibilities. Also "Complete all required VA security, privacy, and safety training." That's a duty. Also "Perform additional telecommunications support duties as assigned." Also duty. Also "Document equipment malfunctions and submit service requests." Already in list? Yes we have that. Also "Assist hospital staff with placing outgoing calls." Already. Also "Operate public address systems and two-way radios." Already. Also "Monitor emergency alarms and announce emergency codes following VA procedures." Already. Also "Respond to emergency calls within required response times." Already. Also "Operate Cisco telephone equipment, paging systems, and Automatic Call Distribution (ACD) systems." Already. Also "Provide information and direct callers to the appropriate departments." Already. Also "Transfer calls accurately using a computerized telephone system." Already. Also "Answer and process all incoming internal and external telephone calls." Already. We missed "Protect patient privacy and comply with HIPAA requirements." and "Complete all required VA security, privacy, and safety training." and "Perform additional telecommunications support duties as assigned." Let's add those to Responsibilities list. Also "Must successfully pass required background investigation and VA credentialing." That's a requirement (mandatory). Should we put under Requirements? It's a mandatory condition. Could add to Requirements list. Also "Must be eligible to obtain and maintain VA security clearance and identification." Also requirement. Also "Must complete all required HIPAA, Privacy, and Information Security training." That's also a requirement/training. Could be under Requirements. We need to ensure we preserve all substantive info. Let's list all mandatory items from Minimum Qualifications section: - High School Diploma or GED. - Minimum of 1-2 years of call center, switchboard, customer service, or telephone operator experience. - Knowledge of medical terminology preferred. (preferred) - Strong verbal communication and customer service skills. (skill) - Ability to multitask in a high-volume environment. (skill) - Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. (skill) - Ability to remain calm during emergency situations. (skill) - Ability to accurately operate multi-line telephone systems. (skill) - Must successfully pass required background investigation and VA credentialing. (requirement) - Must be eligible to obtain and maintain VA security clearance and identification. (requirement) - Must complete all required HIPAA, Privacy, and Information Security training. (requirement) - Ability to work days, evenings, nights, weekends, holidays, and rotating shifts as required. (schedule) - Must maintain professionalism, confidentiality, and excellent attendance. (skill/attendance) Thus we need to allocate: Requirements: education, experience, background investigation, security clearance eligibility, HIPAA/Privacy/InfoSec training completion