Supervisor/ Lead Operator VA Switchboard Operator

Description

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

• Required Qualifications:
• •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