Customer Service Representative/Call Center

SHS South Shore Health System, Inc.; United States; On-site; USD 25,000 - 36,000; Full time

Job summary

South Shore Health is seeking a Customer Service Representative for the night shift at 85 Columbian Street, Weymouth, MA. You will handle live calls for South Shore Hospital and affiliated centers with a focus on accuracy and professionalism.

Responsibilities include call handling, message management, on-call schedule updates, and physician referrals. The role requires strong communication skills and familiarity with paging systems in a healthcare setting.

Qualifications

• HS diploma or equivalent preferred.
• Excellent verbal and written communication.
• Ability to multi-task in a fast-paced medical environment.
• Knowledge of paging systems and medical terminology.
• Comfort with night shift and weekend rotation.

Responsibilities

• Answer live calls professionally, accurately, and efficiently.
• Provide accurate messages, dispatching, and follow-up per client profiles.
• Manage on-call schedules and physician referrals.
• Assist with emergency notifications and crisis communications.
• Support class/program registrations for affiliated programs.

Skills

Call handling

Customer service

Communication

Emergency response

Multitasking

Escalation management

Education

High school diploma

Tools

Paging system

Job description

If you are an existing employee of South Shore Health then please apply through the internal career site. Requisition Number: R-24131 Facility: LOC0011 - 85 Columbian Street85 Columbian Street Weymouth, MA 02190 Department Name: SHS Customer Contact Center Status: Full time Budgeted Hours: 40 Shift: Night (United States of America)

Customer Service Representatives represent South Shore Hospital, and Answering Service clients by answering live telephone calls professionally, accurately, and efficiently.

CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios.

Compensation Pay Range: $18.20 - $26.00

• 1 - Manages internal and external calls for South Shore Hospital and the Brigham and Women / Dana Farber's Cancer Center in Clinical Affiliation with South Shore Hospital.
  • a - Knowledge of departments and their functions to enable the intelligent and accurate management of caller’s needs and inquiries to distribute to the appropriate location.
  • b - Provides way-finding to the facility, to internal departments and off-site affiliates .
  • c - Accurately manages on- call coverage for departments / specialties within the clinical paging reference tool
  • d - When necessary, locates medical and support staff through the Paging System and/or relays messages via alpha-numeric pager, verbally or via email/fax.
  • e - Provides Physician Referrals to the community for PCPs and Medical Specialists by matching zip code, gender preference and medical need of the callers.
  • f - Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalation issues.
  • g - Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalation issues as needed.
  • h - Consult procedures, terminology, and appropriate dispatching to physicians.
  • i - Answers and assists users with the conference bridge process.
• 2 - Provides call support, customer care, and emergency notifications for Answering Service clients including Physician offices and Internal Departments.
  • a - Provides consistently clear, accurate, timely information to all callers as described in client profiles.
  • b - Provides messages management for clients including dispatching, delivery confirmation and follow-up as required by specific client preferences at all times.
  • c - Manages, and accurately updates client on-call schedules.
  • d - Works with internal departments to provide real-time updates to modifications in client on-call schedules.
  • e - Provides way-finding to client practices by referencing on-line tools.
  • f - Displays an understanding/sensitivity of each client’s unique customer culture and has a concrete understanding of that client’s function in order to represent the client in an intelligent and professional manner.
  • g - Ensures accurate messaging / paging information by confirming spelling of callers first/last name, phone number, DOB, and primary care physician.
  • h - Follows established customer service standards and requirements.
  • i - Ultracomm Faxing Monitoring for client message delivery status, reporting and escalation of major/minor alarms as needed.
  • j - Acts as the front-line liaison for all internal Brigham and Women's Cancer Center in Clinical Affiliation with South Shore Hospital departments and South Shore Hospital's Engineering Services, Nutrition and Food Services, Birthing Unit, Pediatric Meal Service, Maternity Services. Demonstrates knowledge of these department functions and caller needs.
• 3 - Provides class/program registration for all Brigham and Women's Cancer Center in Clinical Affiliation with South Shore Hospital educational programs and South Shore Hospital's Community Benefits Programs.
  • a - Demonstrates knowledge of program details and is able to intelligently and professionally represent the program.
  • b - Registers by collecting/confirming demographics including name, address, telephone and email.
  • c - Based on caller interest, offer additional programs and classes that may benefit caller.
  • d - Overall knowledge of all programs / services offered through our Community Benefits Programs.
• 4 - Monitors alarm systems and code systems
  • a - Adheres to department procedures in relation to the notification of personnel during various alarm types.
  • b - Knowledge of various Codes and adherence to their procedures including medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature.
  • c - Mastery of HICS process, on-call management and notification procedures in the event of activation.
  • d - Knowledge of SNAP communication tool, ability to activate, track response and ability to educate end-users on use.
  • e - Mastery of Red Alert activation / monitor alert response and update appropriate person as needed dependent upon code type.
  • f - Understanding and ability to assume Systems Information Coordinator (SIC) role in the event of activation.
  • g - Ability to deploy / track emergency communication tools such as contingency phones, wireless phones and pagers.
  • h - Ability to calmly communicate during crisis situations.
  • i - Monitors 1Call Alarms, reports and escalates issues as needed.
  • j - Monitors and reports telephone switch alarms to technical engineers.
• 5 - Actively participates in Information Center Continuing Education programs
  • a - Attends monthly continuing education sessions
  • b - Completes all associated measurement tools and learning exercises
  • c - Completes all monthly emergency preparedenes education tasks
  • d - Under the guidance of the manager and customer service trainer participates in feedback programs to further develop customer service skills, system, and process enhancements.
• 6 - Demonstrate technical knowledge to support common Customer Support Center calls during times of peak call volume and while supporting after-hour calls.
  • a - Ability to intelligently guide callers through the Windows pasword reset procedure
  • b - Ability to intelligently guide callers through the PC reboot process, and basic technical knowledge of when to do so.
  • c - Technical knowledge to triage after-hour help requests, determining the priority of technical issues to escalation to on-call technician.
  • d - Execute technology escalation and outage communication as needed.
• 7 - Information Center disaster recovery procedures
  • a -Operates application for downtime.
  • b - Ability to operate downtime redundancy telephone system in the event of PC outage in the information center including appropriate login to system, and mastery of manual answer/transfer operation of device.
  • c - Smoothly and efficiently executes evacuation procedures to redundancy site by activating code system downtime communications, physical relocation to redundancy site, and ability to return to normal operations per standard.
  • d - Ability to transition to power failure phones in the event of a telephone outage and properly communciate outage to end users.
  • e - Operates computer based redundancy system for directory and pager reference in the event of Infinity downtime or outage.
  • f - Demonstrates a complete knowledge base of all downtime / outage resources to best determine which systems to utilize for particular outage / downtime event.

ESSENTIAL FUNCTIONS (Cont.)

• 1 - Technology and Learning
  • a - Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
  • b - Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

JOB REQUIREMENTS

Minimum Education - Preferred Equivalent to high school curriculum preferred Minimum Work Experience Customer service experience required. Healthcare experience preferred. Required additional Knowledge, and Abilities Ability to thrive in a fast-paced medical environment. Excellent spelling, communication and grammar skills. Maintain the ability to multi task and toggle between multiple screens seamlessly. Knowledge of typing/data entry (30 wpm), and working knowledge of Windows / Microsoft Office Suite. Medical Terminology knowledge preferred. Night Shift 11:00pm-7:00am days may vary. Weekend rotation every other Saturday and Sunday and every other Holiday.

South Shore Health is a not-for-profit, charitable health system offering primary and specialty care, hospital care, home health and community care, emergency and urgent care, and preventative and wellness services. We are the largest independent health system in southeastern Massachusetts. South Shore Health brings together like-minded people who work “As One” toward a common goal of providing exceptional care the people of our region deserve. We unite top-caliber talent, technology, and service with the wishes and personal needs of patients and their families to develop individualized treatment plans.