The position supports the mission for telephone operations which is to be the face of the medical center and responsible to provide positive experiences, excellent first impressions, promoting patient care while safeguarding the image of the Detroit VA Medical Center.
Supervisory Duties This position supervises all telephone operators as well as oversees all telephone operator functions. The incumbent will supervise (1) Lead Telephone Operator GS-0382-05 and (9) Telephone Operator GS-0382-04.The position works directly with the telephone operators, medical staff and administrative support regarding procedures, policies, directives as well as after-hour patient care and general telephone services.
Manages all telephone operator administrative functions. Supervise the work of office, administrative and telephone customer care employees to maintain deadlines, and proper procedures, correcting errors or problems and ensure adherence to quality standards. Fully participates in management discussions, decisions, and policy making regarding telephone operations for the medical center.
Telephone and Administrative Duties Functions as a telecommunication analyst developing, analyzing, reporting, evaluating, and advising on improving the effectiveness and efficiency of work methods, procedures, organization, manpower utilization, distribution of work, management controls and information/ documentation of the telephone operator systems.
Coordinate telecommunication activities with medical center management and other supervisory personnel as well as with other work units or departments. These activities include generating telephone operational reports, updating on-call and valid contact information, announcing real-time procedure changes, coordinating communication bulletins and updates as well as emergency communications, drills, and exercises.
Receive directory service updates along with on-call input from administrative, clinical staffs, Office of Information Technology (OIT) and emergency personnel to prepare recommendations and communication proposals to the Assistant Director, clinic staff and senior management. Participate in recruitment, interviews, and selection of telephone operation employees for Telephone Switchboard Service.
Implement medical center or departmental policies, procedures, and service standards in conjunction with OIT and Medical Center management. Participate in hospital campaigns, managerial- based studies, and pertinent telecommunication project management. Train or instruct employees in job duties, departmental and medical center policies or arrange for training to be provided. Performs other duties as assigned. Work Schedule: Monday-Friday; 8am-4:30pm.
Schedule may be subject to change based on the needs of the Agency. Virtual: This is not a virtual position. Position Description/PD#: Supervisory Telephone Operator/PD915650 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
There is no educational substitution at this grade level.
Mitchell.Underwood@va.gov · 734-834-2968
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $61639 – $80128/yr.
Applications close on 2026-10-20.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-16 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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