• Help

    Duties

    Summary

    OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

    Learn more about this agency

    Responsibilities

    The William S. Middleton Memorial Veterans Hospital in Madison, WI ( http://www.madison.va.gov/) is an 131-bed facility that provides tertiary medical, surgical, neurological, and psychiatric care, and a full range of outpatient services. This facility serves 130,000 Veterans who live in 15 counties in south-central Wisconsin and in five counties in northwestern Illinois. The Madison VAMC is also the specialty care referral center for an additional 57,000 Veterans who reside in the Tomah VAMC primary service area, is affiliated with the University of Wisconsin School of Medicine and Public Health, and is physically connected to the University of Wisconsin Clinical Science Center which includes the UW Hospitals and Clinics, and supports a Vet Center in Madison.

    Madison VAMC is responsible for community based outpatient clinics (CBOCs) at Janesville, Baraboo, Beaver Dam, WI, and Rockford and Freeport, IL and a primary care annex at Madison West Clinic, and is one of eight facilities that comprise Veterans Integrated Services Network 12 (VISN12) which is administratively headquartered at Hines, IL, and includes facilities in Illinois, Wisconsin, and Michigan, and Indiana.

    The primary purpose of the position is to provide comprehensive telephone and telecommunications support to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital.

    • Performs telecommunications support assignments to include customer service in recognizing and routing patient and other inquiries.
    • Provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee as threatening, abusive or distraught callers.
    • Provides information to customers concerning telephone extensions, organizational functions, and staff information.
    • Consistently communicates and treats customers in a courteous, tactful and respectful manner.
    • Assists officials responsible for the functioning of the program and identify problem areas.
    • Receives telephone trouble calls and maintain a trouble log.
    • Receives and connects incoming and outgoing calls utilizing complex computerized equipment and telecommunications software.
    • Assists in training other personnel in the proper use, operation, and care of computer and telecommunications equipment.
    • Modifies and maintains operation manuals, reference books and or software instructions.
    • Operates and maintains computer systems and peripheral equipment such as printers, code alarms, etc.
    • Independently perform recurring work without specific instructions.

    Work Schedule: 8:30am-5:00pm; 3:30pm - 11:30pm every third weekend and rotating holidays.
    Telework: Not Available
    Virtual: This is not a virtual positon.
    Position Description/PD#: Telecommunications Equipment Operator 11166A
    Relocation/Recruitment Incentives: Not Authorized
    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    None

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/548853800. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.