Operator Representative, Communications Center
Share
Job Location:
Boston, NH - USA
Hourly Salary:
$ 17 - 22
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
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.
Job Summary
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.Role Duties
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 life-threatening nature.
Responds to all telephone inquiries for patient information which may include handling confidential information.
Responds to requests from staff regarding department on-call 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.
oUse/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 required
Able to type 35 wpm and knowledge of popular MS Windows software applications.
Phone-based 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.
Additional Skills For Success:
Capable of multi-tasking and toggling between multiple screens and software solutions.
Good interpersonal and telephone skills.
Ability to thrive in a fast-paced healthcare environment.
Able to work independently and be highly motivated.
Excellent spelling and grammar skills. Must have strong verbal and written comprehension skills
Additional Job Details (if applicable)
Schedule and Work Model:
40 hours per week 10am-6:30pm Mon-Friday
On-site at Brigham and Womens main campus (75 Francis Street Boston MA)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$17.71 - $22.79/HourlyGrade
1EEO 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.
Required Experience:
Unclear Seniority
Key Skills
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
