Lead Patient/Escort Messenger
Lead Patient/Escort Messenger
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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 not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing 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
Summary:Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the teams performance providing guidance and support and fostering a positive customer experience.
Does this position require Patient Care No
Essential Functions:
-Lead and supervise a team of customer service representatives providing direction guidance and support.
-Handle escalated customer inquiries complaints or complex issues that require a higher level of expertise.
-Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
-Provide regular feedback to team members recognize achievements and address performance issues in a timely and constructive manner.
-Implement and enforce quality control measures to ensure consistent and excellent customer service.
-Continuously evaluate customer service processes and identify opportunities for improvement.
-Handle escalated customer issues that cannot be resolved by customer service representatives.
Qualifications
Education
High School / GED perferred.
40 Hours evening shift (2:30p to 11p) Monday-Friday rotating weekends.
Experience
Customer Service Experience 3-5 years required and Leadership/Supervisory Experience 1-2 years required
Knowledge Skills and Abilities
- Familiarity with customer service best practices techniques and standards is essential.
- Ability to motivate and inspire a team delegate tasks provide guidance and support and resolve conflicts.
- Excellent verbal and written communication skills.
- Strong problem-solving skills to address customer inquiries complaints and complex issues.
- Strong interpersonal skills including the ability to establish rapport resolve conflicts and maintain professional relationships.
- Excellent organizational skills to manage multiple tasks prioritize responsibilities and meet deadlines.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$22.88 - $32.72/HourlyGrade
5EEO 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 People-Focused half Performance-Focused) 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.
Employment Type
Full-Time
