Per Diem Hospital Call Center Specialist

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

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.