Mass General Brigham (Enterprise Services)
Senior Telecommunications Operator onsite
Mass General Brigham (Enterprise Services), Boston, Massachusetts, us, 02298
Opportunity
Senior Operator Rep, Communications Representative Full Time BWH
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.
Reporting to the Supervisor Call Center Operations, the Senior Operator Call Center, the goal is to provide outstanding customer care to every caller. The Senior Operator 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 in a multifunctional 24/7 on site medical call center. The position includes processing calls for Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate would be able to toggle between multi screens seamlessly and treat every caller as a welcome guest.
Responsibilities
Handle incoming and outgoing calls in an expedient, efficient and courteous manner.
Handle requests for paging as well as retrieval of pages efficiently and accurately.
Handle requests from staff regarding changing the status of their pagers.
Announce pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies, often of a life threatening nature.
Respond to all telephone requests for patient information, which may include handling of confidential information.
Issue loaner pagers and/or add as well as delete pagers to the PHS paging system which includes updating the PHS telephone directory and paging databases.
Respond to requests from staff regarding department on call schedules.
Handle answering service calls in an efficient and courteous manner.
Escalate any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.
Assume the duties of the supervisor in the event of their absence.
Handle any problem calls or situations that may arise in the office professionally and efficiently.
Maintenance of on call schedules and answering service changes that occur, including thorough knowledge of all staff rotating on call and keeping the information current and accurate.
Assist supervisor to ensure sufficient shift coverage for open positions and sick calls.
Issue loaner pagers or issue new pagers for staff as necessary, including thorough knowledge of the paging system and emergency procedures in the event of loss of the paging system.
May be required to work the overnight shift 11pm-7am unsupervised and alone.
Initiate service calls to appropriate repair staff in the event the paging or telephone system ceases to function, including shutting down and restoring paging and answering service systems on line with assistance from a technician.
Complete knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.
Use Mass General Brigham values to govern decisions, actions, and behaviors.
Other duties and responsibilities as assigned.
Qualifications
High School diploma or equivalent, type 35 wpm, with a minimum of two years call center experience required.
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 as well as complete and thorough knowledge of all operating systems; i.e. Sonant, USA Mobility, Teledesk, and On-Line Telephone Directory.
Complete knowledge of Disaster Plan in the event of system failures.
Skills for Success
Able to work independently and be highly motivated with good inter-personal and phone skills.
Commitment to demonstrate consistent outstanding leadership.
Must be available to work flexible hours as needed for shift coverage.
Confident to quickly assess situations and make reasonable judgement decisions.
Must be able to prioritize.
Shifts required: Tuesday - Saturday 2:00 PM -10:30 PM EST
On-site location: Brigham & Women's Hospital, 75 Francis St, Boston, MA 02155
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.
#J-18808-Ljbffr
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.
Reporting to the Supervisor Call Center Operations, the Senior Operator Call Center, the goal is to provide outstanding customer care to every caller. The Senior Operator 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 in a multifunctional 24/7 on site medical call center. The position includes processing calls for Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate would be able to toggle between multi screens seamlessly and treat every caller as a welcome guest.
Responsibilities
Handle incoming and outgoing calls in an expedient, efficient and courteous manner.
Handle requests for paging as well as retrieval of pages efficiently and accurately.
Handle requests from staff regarding changing the status of their pagers.
Announce pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies, often of a life threatening nature.
Respond to all telephone requests for patient information, which may include handling of confidential information.
Issue loaner pagers and/or add as well as delete pagers to the PHS paging system which includes updating the PHS telephone directory and paging databases.
Respond to requests from staff regarding department on call schedules.
Handle answering service calls in an efficient and courteous manner.
Escalate any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.
Assume the duties of the supervisor in the event of their absence.
Handle any problem calls or situations that may arise in the office professionally and efficiently.
Maintenance of on call schedules and answering service changes that occur, including thorough knowledge of all staff rotating on call and keeping the information current and accurate.
Assist supervisor to ensure sufficient shift coverage for open positions and sick calls.
Issue loaner pagers or issue new pagers for staff as necessary, including thorough knowledge of the paging system and emergency procedures in the event of loss of the paging system.
May be required to work the overnight shift 11pm-7am unsupervised and alone.
Initiate service calls to appropriate repair staff in the event the paging or telephone system ceases to function, including shutting down and restoring paging and answering service systems on line with assistance from a technician.
Complete knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.
Use Mass General Brigham values to govern decisions, actions, and behaviors.
Other duties and responsibilities as assigned.
Qualifications
High School diploma or equivalent, type 35 wpm, with a minimum of two years call center experience required.
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 as well as complete and thorough knowledge of all operating systems; i.e. Sonant, USA Mobility, Teledesk, and On-Line Telephone Directory.
Complete knowledge of Disaster Plan in the event of system failures.
Skills for Success
Able to work independently and be highly motivated with good inter-personal and phone skills.
Commitment to demonstrate consistent outstanding leadership.
Must be available to work flexible hours as needed for shift coverage.
Confident to quickly assess situations and make reasonable judgement decisions.
Must be able to prioritize.
Shifts required: Tuesday - Saturday 2:00 PM -10:30 PM EST
On-site location: Brigham & Women's Hospital, 75 Francis St, Boston, MA 02155
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.
#J-18808-Ljbffr