Communications Center Customer Representative

Mass General Brigham•Boston, MA

4d•$18 - $23•Onsite

About The Position

The Operator Representative I supports Mass General Brigham call centers by providing exemplary service and customer care. The role ensures calls are answered and managed consistently, efficiently, and courteously. The Operator works in a 24x7 call center, handling calls to the main hospital number, patient-information requests, pages, code calls, and answering-service calls. The position reports to the Supervisor, Call Center Operations. This is a 40-hour-per-week onsite role, primarily at the Brigham and Women’s Hospital Main Campus at 75 Francis Street. The schedule is 11:00 a.m.–7:30 p.m., Sunday through Wednesday and Saturday. The listed work shift is evening.

Requirements

High school diploma or equivalent.
Ability to type 35 words per minute.
Knowledge of popular MS Windows software applications.
Phone-based customer service and/or call center experience.
Ability to multitask and switch between multiple screens and software solutions.
Good interpersonal and telephone skills.
Ability to thrive in a fast-paced healthcare environment.
Ability to work independently and remain highly motivated.
Excellent spelling and grammar skills, with strong verbal and written comprehension.

Nice To Haves

Experience in a hospital or medical environment.
Knowledge of medical terminology.
A combination of education and experience may be substituted for the stated requirements.

Responsibilities

Manage incoming and outgoing calls efficiently and courteously using prescribed phraseology.
Process paging requests and page retrieval accurately and efficiently, and update pager status when requested by the pager holder.
Issue new, replacement, and loaner pagers; process pager returns and deletions; and update telephone directory and paging databases.
Understand medical, fire, internal and external disaster, and other emergency code procedures, and procedures for activating codes.
Respond to telephone inquiries for patient information, including handling confidential information.
Respond to staff requests regarding department on-call schedules.
Handle answering-service calls efficiently and courteously according to prescribed guidelines.
Escalate unusual or difficult issues involving callers, telephones, pagers, or answering services to the Supervisor.
Perform responsibilities at multiple locations when required by need or situation.
Use Mass General Brigham values to guide decisions, actions, and behaviors.
Perform other duties as assigned.