Evening Hospital Call Center Representative

Mass General Brigham; Boston (MA); On-site; USD 24,000 - 31,000; Full time

Job summary

Mass General Brigham is seeking an Operator I for the Digital Communications Center. This onsite role supports call center operations from the BWH Main Campus, handling paging, paging devices, and patient information inquiries with professional service and confidentiality.

The position requires a high school diploma and strong communication skills. Shifts are 11:00 AM to 7:30 PM, Sunday through Wednesday and Saturday, totaling 40 hours per week.

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.

Responsibilities

• 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.
• 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, including medical, fire, internal and external disasters.
• 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.

Skills

Multi-tasking

Interpersonal skills

Telephone skills

Verbal & written comprehension

Typing 35 wpm

Education

High school diploma or equivalent

Tools

MS Windows

Job description

Mass General Brigham is seeking an Operator I for the Digital Communications Center. This onsite role supports call center operations from the BWH Main Campus, handling paging, paging devices, and patient information inquiries with professional service and confidentiality.

The position requires a high school diploma and strong communication skills. Shifts are 11:00 AM to 7:30 PM, Sunday through Wednesday and Saturday, totaling 40 hours per week.