Customer Representative Communications Center Per Diem
Customer Representative Communications Center Per Diem
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1 Vacancy
Job Description
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a notforprofit we support patient care research teaching and community service striving to provide exceptional care. We believe that highperforming teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
We are hiring an Operator Communications Center Rep within MGB Digital Communications Center!Per Diem onsite at Assembly Row Somerville 11a730p every other weekend and some holidays
About Us
At Mass General Brigham Digital we pride ourselves on our ability to create maximum strategic clinical and operational value from established and emergent technologies for our patients care teams researchers and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery but it will also help make medicine more personalized and precise.
We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence and we invite you to join us on this journey. The work we do in Digital is a strategic imperative and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.
Reporting to the Supervisor Call Center Operations the Operator I supports the success of Mass General Brigham call centers by providing exemplary service and customer care to every caller. The Operator ensures that calls are answered and managed in a consistent efficient and courteous manner.
Principal Duties and Responsibilities
The Operator provides services to a 24x7 call center. The Operator receives and manages several types of incoming calls including calls to the main hospital number calls for patient information pages code calls and answering service calls. The ideal candidate is able to move easily between calls treating every caller as a welcome guest.
Manages incoming and outgoing calls in an expedient efficient and courteous manner using the prescribed phraseology.
Processes requests for paging and retrieval of pages efficiently and accurately. Changes the current paging status as requested by the holder of the pager.
Issues new replacement and loaner pagers as well as returns and deletes pagers from the Mass General Brigham paging system including updates to the telephone directory and paging databases.
Understands the various codes and the procedures for their activation. Codes include: medical fire internal and external disasters and other emergencies often of a lifethreatening nature.
Responds to all telephone inquiries for patient information which may include handling confidential information.
Responds to requests from staff regarding department oncall schedules.
Handles answering service calls in an efficient and courteous manner using prescribed guidelines.
Escalates unusual or difficult problems with callers telephones pagers or answering services to the Supervisor.
May be required to perform responsibilities at multiple locations based on need and situation.
Use/s the Mass General Brigham values to govern decisions actions and behaviors. These values guide how we get our work done: Patients Affordability Accountability & Service Commitment Decisiveness Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion Integrity & Respect Learning Continuous Improvement & Personal Growth Teamwork & Collaboration
Other duties as assigned.
Qualifications
Qualifications
- High school diploma or equivalent.
- Able to type 35 wpm and knowledge of popular MS Windows software applications.
- Phonebased customer service and/or call center experience required; experience in a hospital or medical environment preferred.
- Knowledge of medical terminology preferred.
- A combination of education and experience may be substituted for requirements.
Skills/Abilities/Competencies
- multitasking and toggling between multiple screens and software solutions.
- Good interpersonal and telephone skills.
- Ability to thrive in a fastpaced healthcare environment.
- Able to work independently and be highly motivated.
- Excellent spelling and grammar skills. Must have strong comprehension skills clear concise communication abilities and exceptional verbal communication
Additional Job Details (if applicable)
- Per Diem Assembly Row Somerville
- Shifts; 11a730p every other weekend and some holidays
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half PeopleFocused half PerformanceFocused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
Unclear Seniority
Employment Type
Part-Time
