Customer Rep Operator Communications Center

0100 Mass General Brigham Incorporated; Boston (MA); On-site; USD 50,813,000 - 65,302,000; Full time

Job summary

Mass General Brigham Incorporated is seeking an Operator Representative I for the Digital Communications Center. This onsite role runs 40 hours weekly, 7:30am–4pm, Monday through Friday, at MGH with occasional assignments at Assembly Row, Somerville.

You will handle patient and staff communications, paging, and code activations, contributing to rapid, courteous service. The ideal candidate has a high school diploma, types 35 wpm, and experience in phone-based customer service or a hospital

Qualifications

• High school diploma or equivalent.
• Able to type 35 wpm and proficient with common Windows software.
• Phone-based customer service or call center experience required; hospital setting preferred.

Responsibilities

• Provide 24x7 call center services and handle diverse calls.
• Manage paging, codes, and information requests efficiently and professionally.
• Escalate complex issues to supervisor and assist at multiple locations as needed.

Skills

Typing 35 wpm

Phone-based customer service

Call center experience

Multitasking

Interpersonal skills

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 7:30am-4pm Monday-Friday Onsite. Primarily at MGH. Assembly Row, Somerville when business need dictates and planned ahead. 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.

Role Duties

• Provides services to a 24x7 call center.
• 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.
• 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

Working Conditions: 40 hours per week 7:30am-4pm Monday - Friday Onsite MGH Main Campus Fruit St Boston, MA, Assembly Row Somerville, MA and Remote.

Pay Range: $17.71 - $22.79/Hourly Grade 1.

Type: Onsite Work Location 55 Fruit Street

Scheduled Weekly Hours: 40. Employee Type: Regular. Work Shift Day (United States of America).

EEO Statement

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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.

Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.