Switchboard Operator / Telephone Operator

Quality Innovation, Inc. (Qi2)

Quality Innovation is responding to a proposal request. This position is contingent upon contract award.

Position Summary

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.

Available Shifts

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

Available schedules include:

• Monday through Friday (Night Shift): 7:00 PM - 7:00 AM
• Weekend Day Shift: 7:00 AM - 7:00 PM
• Weekend Night Shift: 7:00 PM - 7:00 AM

Essential Duties and Responsibilities

• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Knowledge, Skills, and Abilities

Successful candidates will demonstrate:

• Exceptional customer service and communication skills
• Professional telephone etiquette
• 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 confidentiality

Why Join Quality Innovation, Inc.?

Quality Innovation, Inc. (Qi2) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) dedicated to delivering mission-critical support services to Federal agencies nationwide. Our employees are committed to providing exceptional service while supporting Veterans, military members, and Federal customers.

Qi2 offers:

• Competitive compensation
• Comprehensive benefits package
• Paid time off and holidays
• Medical, dental, and vision insurance
• 401(k) with company match
• Life and disability insurance
• Professional development and training opportunities
• A collaborative, mission-focused work environment supporting those who have served our Nation

Quality Innovation, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other status protected by applicable law.