Summary The Telephone Operator works as part of the VA Central Iowa Health Care System (VACIHCS) Business Office, providing telephone customer service to incoming and in-house calls for the health care system. The Telephone Operator operates the telephone system, records calls, and issues pages to on-call staff. The incumbent also performs administrative duties related to and in support of telephone operations for the health care system. Responsibilities Duties include, but may not be limited to the following: Telephone Operation: 85% Operates one of the console telephone systems within the VACIHCS main facility; receives and places local, long-distance and Federal Telephone Service (FTS) calls; places all international calls and records appropriate information for billing purposes; screens incoming calls, extends authorized calls to appropriate extensions in compliance with federal and local regulations and policies. Provides excellent customer service for incoming callers and in-house callers and answers questions of callers using various VACIHCS directories and transfers calls as requested. Ensures that calls are promptly answered and are connected to the appropriate extension or pager. Arranges and completes conference call connections, including patient admissions, surgical consents, death interviews and Do Not Resuscitate (DNR) recorded calls operating the recording system and tracking them through log entries. Assists in locating on-call employees or gives telephone number to authorized personnel. Keeps monthly Officers of the Day rosters, consultant rosters, resident assignments and on­ call schedules up-to-date by making changes through information received by memorandum in order to furnish correct information to authorized personnel at all times and to direct calls to the appropriate extension. Maintains on-call schedule for those areas such as pharmacy, radiology, tissue typing, dialysis, nuclear medicine, etc. Contacts the departments listed to send updated on-call lists monthly or bi-monthly as necessary. Notes all changes in FTS, doctor books and all other information when needed. Assists Information Resource Management in preparing new in-house phone directories. Maintains an attitude and sensitivity that reflects a cooperative, compassionate, considerate and helpful manner with patients, visitors and other VACIHCS employees. Responds to verbal requests and/or complaints from customers and resolves issues to the satisfaction of the requester. Ensures all customers are served in a friendly and timely manner. Updates the local phone directory as needed. Administrative Duties: 15% Provides local and national directory assistance service to VACIHCS personnel to expedite calls. Keeps inpatient contact list current, adding names of patients as they are admitted, transferred or discharged. Contributes and assists in attaining Business Office goals, communicating with others and engaging with members of the Business Office team to master the position and provide good customer service to internal and external stakeholders. ??????? Performs simple administrative tasks in support of telephone operations and other Business Office functions, as needed. Demonstrates compliance with applicable laws, directives, regulations, policies and industry standards and is in accordance with the highest standards of business integrity. Work Schedule: Sunday 8:00am - 6:00pm, Monday - Thursday 3:00pm- 10:30pm Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD30337A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/15/2025. You may qualify based on your experience and/or education as described below: GENERAL EXPERIENCE: Applicants must possess one (1) year of general experience that equipped you with the knowledge, skills, and abilities needed to successfully perform the duties of this position. General experience is progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled, OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial or technical school, OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical) Information Management Technical Competence Telecommunications Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: You may be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Physical Demands: The work requires minimal physical effort and is mainly performed in an office setting, there is slight physical effort required such as standing, walking, bending, sitting but efforts primarily consist of talking on the telephone and typing. Work Environment: The work is normally performed in an office setting. The work area typically is adequately lighted, heated and ventilated. The telephone operator room is a secured area and only authorized personnel are allowed to be in the work area. The incumbent observes established safety standards and practices as defined in current policy. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.