About this role
Job SummaryThe Telephone Operator for the Health Administration Service (HAS)/Business Office (BO) at the Iowa City VA Health Care System (ICVAHCS) operates Cisco Business console in conjunction with the station automatic exchange, establishing communications between the Medical Center and the public.
QualificationsTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/05/2026. Minimum Qualifications for GS-04: You must qualify based on your experience and/or education as described below: General Experience: You must have one (1) year of general experience with duties related to the position. General experience is clerical, office, or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of this position such as but not limited to: customer service, receptionist duties, receiving and directing a variety of inquiries, and providing immediate communications throughout the medical center. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above high school. (Transcripts required) OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of experience and education beyond the first year above high school. (Transcripts required) 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/. Physical Requirements: You will 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. The work is usually sedentary but may involve some standing and walking to consult directories and manuals. Work involves making sound judgements when interacting with Veterans, families, professional staff, co-workers, outside agencies, etc., which at times may be distraught or abusive; and when operating the telephone system and multiple alarm systems that need to be addressed immediately and in an accurate and reliable method. Work Environment: The work is normally performed in a well-lighted, temperature-controlled room. Normal safety precautions are required.
Major DutiesThe Iowa City Veterans Affairs Health Care System (ICVAHCS) consists of a comprehensive Tertiary Care Level I VA Health Care System; eleven VA Clinics and two Homeless Veterans Outreach Centers and has an affiliate agreement with the top ranked University of Iowa Carver College of Medicine. ICVAHCS is home to the Center for Access & Delivery Research and Evaluation (CADRE), one of the largest research departments in the VA. CADRE is an energetic and upbeat organization with 18 core investigators, 29 affiliate or associate investigators, 3 Career Development Awardees, 5 VA Quality Scholars, over 50 research personnel, and over 40 funded projects. https://www.va.gov/iowa-city-health-care/about-us/ Major duties include but are not limited to: Receive and place local, long distance, FTS, and international calls. Operate Paging Systems to contact medical and administrative personnel. Interview incoming calls to determine proper routing. Handle a variety of difficult calls, requiring personal involvement. Maintain a log of all commercial long-distance and collect calls charged to the Medical Center. Monitor several emergency alarms: fire, pharmacy, boiler plant, Intensive Care Unit, humidistat, phone system, and elevators. Converse with callers, directing them to appropriate department, and visitors, to the appropriate location/service. Sort incoming mail on weekends and holidays for distribution to patients. Handle information requests of visitors and patients at the reception area. Performs other duties as assigned. Work Schedule: Friday - Monday, 12:00pm - 12:00am or 4:00pm - 12:00am Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD636I-50170A 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.RequirementsYou must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 identification 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) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.