Communications Center Customer Representative

Mass General Brigham•Boston, MA

3d•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 and handles calls to the main hospital number, patient-information calls, pages, code calls, and answering-service calls. The position reports to the Supervisor, Call Center Operations and is primarily onsite at the BWH Main Campus, 75 Francis Street. This position is scheduled for 40 hours per week, 11:00 a.m.–7:30 p.m., Sunday through Wednesday and Saturday. Operators may be required to work at multiple locations based on need and circumstances.

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 move 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.
Strong verbal and written comprehension skills.

Nice To Haves

Experience in a hospital or medical environment.
Knowledge of medical terminology.

Responsibilities

Manage incoming and outgoing calls efficiently and courteously using prescribed phraseology.
Process paging and page-retrieval requests accurately and efficiently, and update paging status as requested by pager holders.
Issue new, replacement, and loaner pagers; process pager returns and deletions from the paging system; and update telephone-directory and paging databases.
Understand medical, fire, internal and external disaster, and other emergency codes and the procedures for activating them.
Respond to telephone inquiries for patient information, including inquiries involving 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 problems involving callers, telephones, pagers, or answering services to the Supervisor.
Apply Mass General Brigham values in decisions, actions, and behavior.
Perform other duties as assigned.