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
