Under the direction of the Supervisory Medical Administration Specialist in the Health Benefits Section of MAS, the incumbent serves as the Telecommunication Specialist and provides services seven days a week, to include weekends and holidays on rotating tours of duty.

Duties

MAJOR DUTIES: Operates the Health Care System's NEC D-term Series i console to receive and connect incoming and outgoing calls from commercial circuits and toll free 800 services. Routes the calls to their proper destination and provides telephone and organizational information to callers. Responds to requests for non-routine telephone calls such as international, FTS and WATS calls; coordinates call connections as appropriate. Places outgoing toll calls and accurately records time, charges, and services. Regularly responds to and coordinates a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers. Initiates appropriate procedures and notification to authorities on threatening calls. Appropriately directs the difficult caller after determining the proper department or extension. Monitors the emergency alarm systems for this medical center, (i.e. fire and smoke detectors, equipment malfunctions, weather alert, elevator and panic/intrusion alarms) and coordinates appropriate response notifications and procedures per medical facility's guidelines and policy. Maintains this Health Care System's Master Call-Back schedules and Key Personnel Rosters and coordinates the notification and callback of employees required for patient care, emergency and disaster response. All other duties as assigned. Work Schedule: Monday to Friday, 8 hour shifts between 6:00am-8:00pm, rotating weekends. Telework: Not Authorized. Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD05527A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/16/2023. You may qualify based on your experience and/or education as described below: GENERAL EXPERIENCE: Must possess at least one (1) full year of 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, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have an Associates degree, or 2 years of progressively higher education above high school. Successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic 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, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond high school. You will be rated on the following Competencies for this position:Applies Technology to TasksClericalCommunicationComputer Skills 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: The work is mainly sedentary but may involve some standing, bending and walking to consult directories and manuals. A high degree of manual dexterity for keyboard operation is required to enable the incumbent to route calls rapidly without disconnecting calls in progress. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Danville VA Medical Center 1900 East Main Street Danville, IL 61832 US
• Name: Danielle Taylor
• Phone: 217-554-5951
• Email: [email protected]