Mass General Brigham (Enterprise Services)
Senior Communications Center Representative Full Time BWH
Mass General Brigham (Enterprise Services), Boston, Massachusetts, us, 02298
Overview
The Opportunity: Senior Operator Rep, Communications Representative – Full Time at Mass General Brigham Digital. We aim to create maximum strategic, clinical, and operational value from established and emergent technologies for patients, care teams, researchers, and employees. Digital health should enhance equity and efficiency of healthcare delivery and help make medicine more personalized and precise. Reporting to the Supervisor Call Center Operations, the Senior Operator Call Center provides outstanding customer care to every caller. The position ensures that the main number, page calls, and answering service business are answered in a consistent, efficient, and courteous manner. The Operator of Customer Service works in a multifunctional 24/7 on-site medical call center and processes calls for the Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate can toggle between multiple screens and treats every caller as a welcome guest.
Responsibilities
Handle incoming and outgoing calls in an expedient, efficient, and courteous manner.
Process requests for paging and retrieval of pages efficiently and accurately.
Handle requests from staff regarding changing the status of their pagers.
Announce pager activations for all PHS Codes, including internal and external disasters, infant abduction, medical, fire, and safety emergencies, often of a life-threatening nature.
Respond to requests for patient information, which may include handling confidential information.
Issue loaner pagers and add or delete pagers in the PHS paging system, updating the PHS directory and paging databases.
Respond to staff requests regarding department on-call schedules.
Handle answering service calls in an efficient and courteous manner.
Escalate unusual or difficult problems with telephoned paging systems or answering services to the supervisor.
Be capable of assuming the duties of the supervisor in their absence.
Address problem calls or situations professionally and efficiently.
Maintain on-call schedules and updates to on-call information to ensure accuracy and current coverage.
Assist the supervisor in ensuring sufficient shift coverage for open positions and sick calls.
Issue loaner pagers or new pagers as necessary, with knowledge of the paging system and emergency procedures in case of paging system loss.
May be required to work the overnight shift (11pm–7am) unsupervised.
Initiate service calls to repair staff if paging or telephone systems fail, including shutdown/restoration with technician support.
Complete knowledge of the Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.
Apply Mass General Brigham values in decisions, actions, and behavior: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
Other duties and responsibilities as assigned.
Qualifications
High School diploma or equivalent; type 35 wpm, with a minimum of two years of call center experience.
Previous training experience preferable. Medical Terminology helpful but not required.
Excellent spelling and grammar skills.
Exceptional written, verbal communication and comprehension abilities.
Knowledge of Windows applications and a thorough knowledge of all operating systems; e.g., Sonnant, USA Mobility, Teledesk, and On-Line Telephone Directory.
Comprehensive knowledge of the Disaster Plan in the event of system failures.
Skills for Success
Ability to work independently and be highly motivated with good inter-personal and phone skills.
Commitment to consistently demonstrate outstanding leadership.
Available to work flexible hours as needed for shift coverage.
Confident to quickly assess situations and make reasonable judgments.
Ability to prioritize tasks effectively.
Shifts
Tuesday – Saturday, 2:00pm–10:30pm, BWH main campus, Francis St Boston.
Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Responsibilities
Handle incoming and outgoing calls in an expedient, efficient, and courteous manner.
Process requests for paging and retrieval of pages efficiently and accurately.
Handle requests from staff regarding changing the status of their pagers.
Announce pager activations for all PHS Codes, including internal and external disasters, infant abduction, medical, fire, and safety emergencies, often of a life-threatening nature.
Respond to requests for patient information, which may include handling confidential information.
Issue loaner pagers and add or delete pagers in the PHS paging system, updating the PHS directory and paging databases.
Respond to staff requests regarding department on-call schedules.
Handle answering service calls in an efficient and courteous manner.
Escalate unusual or difficult problems with telephoned paging systems or answering services to the supervisor.
Be capable of assuming the duties of the supervisor in their absence.
Address problem calls or situations professionally and efficiently.
Maintain on-call schedules and updates to on-call information to ensure accuracy and current coverage.
Assist the supervisor in ensuring sufficient shift coverage for open positions and sick calls.
Issue loaner pagers or new pagers as necessary, with knowledge of the paging system and emergency procedures in case of paging system loss.
May be required to work the overnight shift (11pm–7am) unsupervised.
Initiate service calls to repair staff if paging or telephone systems fail, including shutdown/restoration with technician support.
Complete knowledge of the Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.
Apply Mass General Brigham values in decisions, actions, and behavior: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
Other duties and responsibilities as assigned.
Qualifications
High School diploma or equivalent; type 35 wpm, with a minimum of two years of call center experience.
Previous training experience preferable. Medical Terminology helpful but not required.
Excellent spelling and grammar skills.
Exceptional written, verbal communication and comprehension abilities.
Knowledge of Windows applications and a thorough knowledge of all operating systems; e.g., Sonnant, USA Mobility, Teledesk, and On-Line Telephone Directory.
Comprehensive knowledge of the Disaster Plan in the event of system failures.
Skills for Success
Ability to work independently and be highly motivated with good inter-personal and phone skills.
Commitment to consistently demonstrate outstanding leadership.
Available to work flexible hours as needed for shift coverage.
Confident to quickly assess situations and make reasonable judgments.
Ability to prioritize tasks effectively.
Shifts
Tuesday – Saturday, 2:00pm–10:30pm, BWH main campus, Francis St Boston.
Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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