Telephone Operator and Referral Coordinator

Telephone Operator and Referral Coordinator

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The Switchboard Operator/Referral Coordinator answers incoming phone calls and directs them to the appropriate person or department. The individual must provide courteous, patient service, operate the telephone switchboard, and assist with other departmental services. Operators work independently in a small office call‑center environment. The role also handles 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 the Statement of Work.
• Available to backfill hours if colleagues are sick, on vacation, or out due to other emergencies.
• Communicate and work cooperatively with other Switchboard operators, the Switchboard supervisor, and Hospital staff.
• Complete additional Operator duties as assigned.
• Assign referrals to appropriate providers.
• Update the 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, mouse use, 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.