Operator Representative, Communications Center (Part-Time)

Mass General Brigham; Boston (MA); On-site; USD 24,397 - 31,395; Part time

Job summary

Mass General Brigham is seeking a part-time customer service representative to manage calls and assist with pager coordination, based in Boston. Responsibilities include handling patient inquiries and performing effectively in a fast-paced healthcare environment. Successful candidates will have a high school diploma, customer service experience (preferably in a medical setting), and a typing skill of 35 wpm. The position offers a pay range of $17.71 – $22.79 per hour and requires working weekends and holidays.

Qualifications

• Experience in a hospital or medical environment preferred.
• Knowledge of medical terminology preferred.
• Excellent spelling and grammar skills.

Responsibilities

• Manage incoming and outgoing calls efficiently and courteously.
• Process requests for paging and retrieval of pages accurately.
• Respond to inquiries regarding patient information confidentially.
• Escalate unusual issues to the Supervisor.

Skills

Phone-based customer service

Multi-tasking

Interpersonal skills

Typing speed of 35 wpm

Education

High School Diploma or equivalent

Tools

MS Windows software applications

Job description

Job Summary

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.

Primary Responsibilities

• Manage incoming and outgoing calls in an expedient, efficient and courteous manner using the prescribed phraseology.
• Process requests for paging and retrieval of pages efficiently and accurately; change the current paging status as requested by the holder of the pager.
• Issue new, replacement and loaner pagers as well as return and delete pagers from the Mass General Brigham paging system, including updates to the telephone directory and paging databases.
• Understand the various “codes” and the procedures for their activation: medical, fire, internal and external disasters, and other emergencies of a life‑threatening nature.
• Respond to all telephone inquiries for patient information, which may include handling confidential information.
• Respond to requests from staff regarding departmental on‑call schedules.
• Handle answering service calls efficiently and courteously using prescribed guidelines.
• Escalate 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 the Mass General Brigham values to govern decisions, actions and behaviors.

Qualifications

• High School Diploma or equivalent required.
• 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.

Additional Skills

• 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.

Schedule and Work Model

• Part‑time Saturday & Sunday 2:30pm‑11pm every other weekend and some holidays.

Work Location

55 Fruit Street, Boston, MA.

Pay Range

$17.71 – $22.79 per hour.

EEO Statement

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.