Information Center Operator

Title: Information Center Operator

State Role Title: 19013

Hiring Range: commensurate based on experience

Pay Band: 3

Agency: Dept Behavioral Health/Develop

Location: Western State Hospital

Agency Website: https://www.wsh.dbhds.virginia.gov/

Recruitment Type: General Public - G

Job Duties

Western State Hospital is seeking a full time Information Center Operator who will provide positive customer service and service recovery to other WSH team members, to clients and their family and friends, and to the community at large all day and every day (24/7/365); assist individuals in getting to places within the hospital or get the answers to their questions while maintaining a high level of confidentiality with client and employee personal information; share vital information with our Hospital Leadership, Medical, Nursing, Maintenance, Public Safety teams and local emergency responders (ambulance, fire and law enforcement) during fire alarms, medical emergencies and other emergency incidents; manage access to the hospital for staff, visitors and clients; provide administrative services and data entry for designated internal customers and assist in after-hours admission services for WSH and the Commonwealth Center for Children and Adolescents; be an energetic and flexible professional team member that is dedicated to working their primary shift and adaptive to work other shifts and overtime when WSH, teammates and the department needs adjusted or additional staffing.

This Position Is Eligible For

• retirement with cash match
• paid time off
• health, vision, and dental insurance
• life insurance
  
  

Minimum Qualifications

• high school diploma or equivalent
• experience in customer service or help desk capacity with ability to communicate clearly and professionally, both verbally and in writing.
• proficient in the use of Microsoft Office computer programs, online and computer data entry, access control programs, and dispatching skills using multi-line telephone systems and two-way radios
• demonstrated abilities in listening, analyzing information, resolving conflicts, problem solving and decision making with a highly developed capability of handling complaints and unpleasant customers or situations
• ability to satisfactorily complete or resolve simultaneous requests or tasks
• willingness to work any shift (allow for a flexible work schedule) and overtime when needed
• demonstrated ability to work alone in a high stress, fast paced, and occasionally chaotic environment
• ability to perform the demands of this position that are within your physical capabilities, or within your physical capabilities with a reasonable accommodation; meet all the physical and cognitive requirements as defined on this work profile
  
  

Additional Considerations

• Certification in MS Office or other computer programs used in the Information Center
• experience in healthcare related customer service
• higher education in a customer service or a healthcare related field
• bilingual
• veteran
  
  

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

The successful applicant must pass a criminal background investigation, drug screening test and employment reference check. The applicant must have the ability to perform at the level of physical demands noted on the Employee Work Profile and the verified ability to perform the essential functions of the position.

Commonwealth’s Alternate Hiring Process: In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800- 552-5019, or DBVI at 800-622-2155.

DBHDS is a healthcare organization and must comply with the federal CMS Omnibus COVID-19 Health Care staff Vaccination Regulation which requires all employees to be vaccinated or receive an exemption. Upon acceptance of a job offer, new recruits will be asked to disclose their vaccination status (and for those fully vaccinated, proof of vaccination) during the pre-employment process. New staff who are not vaccinated for any reason or choose not to disclose their vaccination status, will need to request a medical or religious accommodation. If you have questions, please contact the Office of Human Resources.

Contact Information

Name: Samantha Leep

Phone: 540-332-8306

Email: samantha.leep@dbhds.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.