Philadelphia VAMC Phone Answering Services

The Department of Veterans Affairs is seeking a contractor to provide phone answering services at the Corporal Michael J. Crescenz VA Medical Center in Philadelphia, Pennsylvania. The contractor will be responsible for answering and processing all incoming internal and external calls, operating the centralized telephone system, and providing customer service to a variety of difficult calls. The contractor must have a minimum of two years of call center experience and knowledge of medical terminology. The contractor will be required to work twenty-four hours a day, seven days a week, fifty-two weeks a year, including all holidays. Some key responsibilities of the job include: • Answering and processing all incoming internal and external calls • Operating the centralized telephone system • Providing customer service to a variety of difficult calls • Maintaining and electronically printing inpatient ward information every two hours • Responding to alarms appropriately based on hospital policy • Activating paging systems and dispatching information regarding alarms • Operating two-way radios and performing calmly in emergency situations.