Per Diem Communications Center Operator

The General Hospital Corporation; Boston (MA); On-site; USD 25,000 - 32,000; Part time

Job summary

Mass General Brigham Digital, a unit of Mass General Brigham, operates a 24x7 call center supporting patients, care teams, researchers and staff. The Operator I role ensures calls are answered and managed efficiently, with courteous service and accurate paging.

Onsite at BWH Main Campus, 75 Francis St, this Per Diem position requires strong phone-based customer service, ability to handle confidential information, and knowledge of paging systems.

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. 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.

Skills

Typing 35 wpm

Phone-based customer service

Call center experience

Medical terminology

Education

High school diploma or equivalent

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

About Us

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.

Principal Duties and Responsibilities

The Operator provides services to a 24x7 call center. The Operator 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/Abilities/Competencies

• 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 comprehension skills, clear, concise communication abilities and exceptional verbal communication

Additional Job Details (if applicable)

• Onsite/Per Diem Schedule:


• Per Diem - Open shifts are 9am-530pm ET every weekend and holidays


• Onsite Primarily at BWH Main Campus 75 Francis St


• Remote Type


• Onsite


• Work Location


• 75 Francis Street


• Scheduled Weekly Hours


• 0


• Employee Type


• Per Diem


• Work Shift


• Day (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 determining base pay is comprehensive, and any offer extended will tak