Communications Center Customer Representative

The General Hospital Corporation; Boston (MA); On-site; USD 24,000 - 31,000; Full time

Job summary

Mass General Brigham is seeking an Operator Representative I for its Digital Communications Center. This full-time, onsite role is based at the BWH Main Campus, 75 Francis St, Boston, with an evening shift (11am–7:30pm) on Sunday–Wednesday and Saturday.

You will manage calls, paging, codes, and patient information while delivering courteous service. A high school diploma, 35 wpm typing, and healthcare call center experience are required or substituted by education/experience.

Qualifications

• High school diploma or equivalent.
• Typing 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.

Responsibilities

• Manages incoming and outgoing calls in an expedient, efficient and courteous manner using the prescribed phraseology.
• Processes paging requests and retrieves pages; updates paging status as requested.
• Issues new, replacement and loaner pagers and maintains related directories and databases.
• Responds to inquiries for patient information and handles confidential information.
• Escalates unusual or difficult problems to the Supervisor.
• May work at multiple locations as needed.
• Supports Mass General Brigham values in decision-making and behavior.

Skills

Typing 35 wpm

Phone-based customer service

Interpersonal skills

Multitasking

Verbal and written communication

Education

High school diploma or equivalent

Tools

MS Windows

Job description

Site: Mass General Brigham Incorporated

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

Operator Representative I, MGB Digital Communications Center

40 hours per week (11am-730pm / Sunday-Wednesday & Saturday)

Onsite Primarily at BWH Main Campus 75 Francis St

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.

Role Duties

• 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.
• 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

High school diploma or equivalent.

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.

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)

Working Conditions

40 hours per week (11am-730pm / Sunday-Wednesday & Saturday)

Onsite Primarily at BWH Main Campus 75 Francis St

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Evening (United States of America)

Pay Range

$17.71 - $22.79/Hourly

Grade

1

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to